Kolar Industrial Systems
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Frequently Asked Questions - Support

 

Question: My system won’t boot. 

Answer: Ok. Anything else?

Question: Why won't my system boot? 

Answer: Let’s approach this problem from a modular system angle. If the system left our factory, it was booting and running as expected and the checklist will confirm it. If it is not working and you just opened the box and set the unit up then there must be an issue that could be caused either by poor shipping practices/events, the system may be damaged or the setup environment may not be ready to support the system. First things first then.

 

1.       Is there power to the outlet? Is the unit plugged in? Is the unit's Power Supply "switched" on? Properly connected a "Known Good" Keyboard and Mouse? Have you pressed the power button on the front of the computer? 
"No" to any of these questions can be solved by end user correction and is not a fault of the System. Also, not using the power cord supplied with your system could be a contributing factor. While you are looking at the back of the system, make sure the Keyboard and Mouse are connected to the correct ports. Keyboard PS/2 ports are located closer to the bottom or side of the computers case, and yes, on some systems
it actually can keep them from posting.

2.       Do you see any activity (blinking or lighting) of the systems LEDs (power and hard drive activity)?  Are there any fan sounds or internal LEDs on that you can see?
"No" to these questions means the system is in need of return to the factory for diagnostic evaluation. In the event of new systems, please contact your account manager, as you may be entitled to express shipping or system cross-shipment to minimize your downtime.

3.       Is there any information appearing on a display that you KNOW is connected, working properly and switched on?
"No" here again means the unit needs to be returned to the factory for diagnostic evaluation. In the event of new systems, please contact your account manager as you may be entitled to express shipping or system cross-shipment to minimize your downtime. If there is information on the screen but the unit does not properly proceed into the Operating system your unit was originally sold with, you may need to attempt a system restore from the factory image by pressing the "F11" key as soon as the unit is started. Follow the onscreen prompts in order to return the system to its original state. This will destroy all data currently on the hard drive. If you can not afford to lose the data you must NOT use the "F11" restore process. Instead, return the unit to Kolar with special instructions regarding the recovery of data files. There will be recovery charges for the labor and the media to recover your data. Please make sure adequate backup practices have been implemented in any critical operations or applications.

Question: My system isn’t running properly.

Answer: Ok, anything else?

Question: Why is my system not running properly!? 

Answer: In order to understand "proper running" we will need to know certain details.

1.        What behavior has been occurring that demonstrates improper operation?

1.       Is it the program you have just installed that is not running properly? 
Uninstall and then reinstall it to see if the issue returns. If so, then the applications installation program may be at fault. Attempt the install on a known good system to see if the problem follows the installation.

2.       Is it the operating system applications that are not operating properly? Have there been updates recently or a new device added to the system? 
These are instances that may be uninstalled or removed from influencing the system. Consult your system administrator or technical support. If the issue is still not resolved, Kolar will attempt to assist in developing a correction for a nominal fee. Your best option however may be to attempt a system restore from the factory image by pressing the "F11" key as soon as the unit is started. Follow the onscreen prompts in order to return the system to its original state. This will destroy all data currently on the hard drive. If you can not afford to lose the data you must NOT use the "F11" restore process. Instead, you may ask your system administrator or technical support to use the Operating System recovery tools to rebuild the systems files without uninstalling your applications or changing your data.

3.       Is there a devices or devices that are not operating properly?
Before determining the fault to be in the system, please test the device connection with a known good device besides the current device or devices that are showing the errant behaviors. If the problem remains, please note the connection method, device manufacturer and model and contact your Kolar support manager for warranty procedures.

4.       Is the issue not constant enough to be attributed to a single application or device?
Often times in the event of failing micro chips the exact location of the failure point will be camouflaged by redundant or redirecting systems so that only with diagnostic tools can they be pinpointed. In these instances, Kolar will issue a work order for the return of the system and attempt to run the tools to pinpoint the errant chips or devices on the mainboard or in the devices. These tests may take up to a week of bench time in order to adequately diagnose the issues or return the unwanted answer of "No Errors Detected." In these cases, there will only be the minimum diagnostic charge for the work performed. The corrective action we will take will be to reload the original factory image.

2.       Is the behavior repeatable?
When a system error is certain, the diagnostic process will be much shorter. However before any system is sent back to a customer whose unit showed Kolar-confirmed (and corrected) errors, the unit will undergo a 24 hour burn-in and then undergo a Quality Assurance checklist before being repacked with the materials it was sent with. Replacement packing materials may incur charges unless there is a Blanket PO or Kanban in place for the systems in question. You may need to speak to your account manager for further details.

3.       Is the problem or error recorded in any of the computers log files?

1.       Under the Microsoft Management Console (Administrative Tools) there are Event Viewer log files. If the system detects an improper operation, this is where it will likely be recorded along with pertinent data for diagnostic processing.

2.       In Linux, there are log files and error tables for processes and for users. Please note the username that experienced the error when returning a unit for diagnostic.

3.       Often, log files will point to a software or application error due to corrupted data, devices or improper use. There are no Kolar warranties that cover software issues. In this regard, we have attempted to provide restore methods for Industrial Systems to be able to be returned to useful service with the least amount of downtime. If there are options you would like to explore or suggest or request, please let your account manager know so that an appointment can be made to schedule a conference call with the Engineering Team.

Question: Can my company send engineers to your factory to establish measures or procedures for our systems?

Answer: Kolar dedicates resources toward maintaining compliance and certifications in an effort to be as ready as is practical for whatever your company requires. Due to both the nature of the manufacturing process and the interruptions that a site visit will incur, we do not allow outside technicians to operate within the company except under the strictest guidelines and never with other customer systems in view (i.e. gnomes visit more often than outside technicians come work on Kolar benches in Kolar systems). In the event of a systems engineer needing to be present for incorporation of a project or process dealing with your systems, we will provide an alternate location if it is not possible to do so at your facilities. Please feel free to schedule an inspection tour with your account manager or a conference call with the Engineering Team.

Question: How do I get updates about the current status of... (New Order, Work Order, Replacement parts, Dismissal of charge(s), Quotation, Replacement Systems, etc...)?

Answer: Please feel free to call your account manager with any questions relating to orders or quotes. If you have questions regarding a repair or replacement parts, please contact the Repair Manager with your work order number or system serial number. If you need information regarding corporate policy or wish to request a Corrective Action be filed, please contact our General Manager. If there are issues not relating to the systems we have provided and you just wish to chat about the weather please log into http://www.weather.com/interact/boards/

Question: How do I get a restore disk for my original system?

Answer:  Kolar will provide replacement media only with approval of the original purchasers of systems. If the original purchaser referred you to Kolar, they should have given you an Invoice Number that will serve as the reference to the version and model of system that needs the restore media. No other information can be provided to non-original purchasers. All systems that have been built since 2002 have restore media backups in the Kolar Archives. There will be a nominal fee for cost of production and shipping.

Question:  I want to post a question on this FAQ page.

Answer:  Ok. Anything else? 

Question: May I post a question to the FAQ for Support to answer?

Answer:  Certainly, within reason and as long as it will not contravene your or Kolar's company policies. Please email your question(s) to us and state that you would like to be considered as a contributor to the FAQ page. Make sure to include your company and department, and provide a phone number for approval from your immediate management. Kolar will only release information it has been duly authorized to release.