Problem with ION9000 latest firmware ver 004.005.000

[Weimin]

I have problem with ION9000 latest firmware ver 004.005.000 to connect remote display METSEPM89RD96. The display keeps looping between Connecting - Downloading application 004.006.008 - Error. This remote display METSEPM89RD96 had no issue to connect another ION9000 with firmware ver 004.000.000, which worked right away after automatically downloading application 004.006.007. Please help.

[Mehran_Mehrnia]

Hi @Weimin 

As mentioned in Upgrade PM89RD96 display firmware to v4.0.15 document which includes helpful information and troubleshooting steps, ION9000 series meter supports the PM89RD96 Display, but the Display firmware must be upgraded to v4.0.10 or later to use with ION9000 meters.

Since another ION9000 meter with fw V4.0.0.0 can be connected to this RD96 display, I would assume there shouldn't be anything wrong with RD96 display and it's firmware.
Latest firmware of RD96 Display is 4.0.15 which is compatible with both V4.5 and V4.0 fw versions of ION9000 meters and can be found in ION9000 V4.5 or V4.0 firmware packages.

I believe more investigation is required on ION9000 meter that cannot communicate with RD96. Such as if connection between ION9000 RD port and remote Display is stable and correct, etc.
I would recommend contacting local technical support for further assistance.

Best Regards,

-Mehran

L3 Expert tech Support Specialist

[Weimin]

Hi Mehran,

Thanks for your quick reply. It looks the display unit has a good connection with ION9000 as it shows Connecting - Downloading application 004.006.008 - Error - Connecting ... We may have to replace ION9000. I just want to confirm it is not the latest firmware issue. I am wondering whether it was verified that ION9000 with FW 4.0.15 worked with RD96 display unit?

[Tom_Stevenson]

Hi Weimin - is there a tech support ticket number for this topic?  The numbers you mention don't seem quite correct - The RMD Display Application for 4.0.0 firmware is 004.003.007 and for 4.5.0 firmware it is 004.003.008.  The RMD stores the last connected display application locally, so it may just be that 004.003.007 is stored locally and hence works with 4.0.0 firmware, but there is some kind of issue when it tries to get/store 004.003.008.  Having some trouble shooting with tech support would be helpful, hence my ticket # question - thanks!

[Weimin]

Sorry, I didn't remember it correctly. You are right, when RD96 is connected to ION9000 with FW4.0.0, it shows downloading 004.003.007 and then display normally, while when it is connected to ION9000 with FW4.5.0, it  shows downloading 004.003.008 and then display downloading failed. I worried about that the FW4.5.0 is not compatible with RD96 display. Is there any way to downgrading FW4.5.0 to FW4.0.0? I didn't contact tech support yet as I figured out that I might get a quicker answer here. I am wondering where can I submit a tech support request ticket? Thanks!

[Tom_Stevenson]

For the ticket - do you have bFO access?  Perhaps @Sam_Gaib or @CharlesM can advise.

FW 4.5.0 is compatible with the RD96, so I think some troubleshooting is the best first step.  Do you have another RD96 you can try?

[Mehran_Mehrnia · Accepted solution]

Hi @Weimin 

When meter upgraded to firmware version 4.5.0 or later, it cannot be downgraded to an earlier
firmware version.
As Tom mentioned, ION9000 V4.5 is compatible with RD96 and if it is possible, try connecting with another RD96 would be as a good starting point.

I connected one ION9000 with fw V4.5 to one RD96 that first it gave an error then it tried again and started downloading Application 4.3.8(which is for V4.5). After installing Application 4.3.8, RD96 started communicating properly with meter. The attached images show the steps.

Every time when I switched the RD96 with another meter running different fw, RD96 started downloading and installing related application correlated to the meter's fw.

Here is the link in SE website which will direct you to the related local support center:

https://www.se.com/ww/en/work/support/support-center.jsp -> Support in your location 

Best Regards,

-Mehran
L3 Expert Tech Support Specialist

[Weimin]

Hi @Mehran_Mehrnia @Tom_Stevenson Thanks for all your replies and detailed photos to show the connectivity. Based on your information, we concluded that our ION9000 meter may have hardware defect as we tried 2 RD96 display units and both won't work. We finally got a new ION9000 meter and it worked perfectly with the original RD96 display unit. Unfortunately, I didn't record the FW version before it was shipped out. Thanks again.

[Charles_Murison]

Hello @Weimin ,

Are you returning meter for repair? I am sure the team would like to see this meter.

Regards,

Charles

[Weimin]

The meter is still in the testing area. Normally we don't return meter for repair. Can you let me know where we can return this meter? I will check with our purchasing team to return it.

[Charles_Murison]

Hello @Weimin,

Every region is going to be different. Your purchasing team will likely know how to do the RMA or know who to ask for help with RMA.

Regards,

Charles