User's Manual
Table Of Contents
- Foreword
- Important Safety Information
- Contents
- About this Document
- Related Publications
- Product Description
- Features
- Specifications
- Air Interface
- Product Functionality
- Contents
- Integration Goal and Objectives
- Customer Problem Isolation
- Wireline and Wireless Communications
- Design Tips for Serviceability
- Environmental Issues
- Regulatory Requirements
- Contents
- Power Supply
- Host Interface
- Power Management
- Antenna Systems
- Hardware Recommendations
- Battery Selection Criteria
- Contents
- Hardware Integration
- Application Software
- Final Assembly
- Installation
- Troubleshooting
- End User Problem Resolution
- Service Depot Repair
- Contents
- Accessories and Options
- Abbreviations and Acronyms
- Desense Overview
- Desense Measurement Techniques
- Preparing the Device Under Test
- Performance Goals
- Methods of Controlling Emissions
- Antenna
- Summary
- FLEX Application Protocol Licensing
- Licensing
July 10, 2002 3-5
CreataLink2 XT Hardware Integrator’s Guide Integration Overview
Customer Problem Isolation
Customer Problem Isolation
When a customer reports a problem from the field, you must isolate the source. To
isolate the problem, determine if it is the network, the wireless data transceiver, or
the host product that is causing the problem. Often, the customer misunderstands
the use of the product. Off-site troubleshooting reduces the number of returned
products and service costs, particularly if the host must be disassembled to remove
the data transceiver.
SmartSynch, Inc. recommends that the product application (both at the terminal
and host ends) incorporate diagnostic software that enables you to identify problems
from a remote site. One method is to incorporate progressively deeper loopback
tests. Use progressively longer message lengths to determine when the
communication link fails.
Make this diagnostic function part of the standard software load. SmartSynch, Inc.
can indicate the types of failure condition reporting mechanisms present in the data
transceiver and recommend implementations.