There is always great information to share about Troubleshooting. We may not always be able to fix the issue over the phone, but we can do the process of elimination. "What is not the issue?"
There are usually three main areas of Troubleshooting.
Operating the device
Blowing into the device
Understanding the messages the device is giving
Servicing the device
Error codes
What the codes on the device may mean.
Different messages on the device.
Device issues
Wiring
Power
Memory
Operating the devices
Blowing into the device
Blowing techniques
Strong and consistent breath
"Doo" sound
Ensuring the mouthpiece is positioned between your clients' lips correctly. Some clients may need to hold it between teeth to make the hum detectable.
Potential Contamination
Particles from eating or traces of drinks can get caught in the mouthpiece. When we talk about traces of food and drink don't just think what they have eaten today. Think about the client having something to eat yesterday and there could be leftover food in the mouthpiece. Suggest to your client to rinse their mouthpiece.
Condensation builds up in the device.
Issues with the mouthpieces
The mouthpiece may not be in the device correctly.
A client may be trying to use something other than our mouthpieces.
Surrounding environment
Extreme weather (Hot or Cold)
If your client is getting abort messages or fails have the client check the mouthpiece.
Understanding the messages on the device
Clients may not understand the different messages on the device. Troubleshooting with a client can be as simple as explaining the displays on the device. We should be walking through the displays with our clients.
Displays from our training site
Servicing the device
Believe it or not, clients will have issues with the devices simply because they missed their Monitor appointment and don't realize it. Though our devices give reminders about Monitor appointments some clients don't drive every day. Therefore, they may be missing the service light flashing or the Service reminder message.
The best thing to do before you start digging into Troubleshooting check the client's service date. It could be as simple as the client needs to be scheduled for a Monitor appointment.
Error Codes
All of our devices with digital screens can display an error code or message. On the Intranet, there the error codes can be searched for; It will give you details about what the code is and what to do. You must understand that before approaching an error code situation you have to be realistic about your abilities over the phone.
To get a better understanding check out this Troubleshooting help article:
Not all messages on the devices will just be error codes though. Above we mentioned understanding the displays on the device. For example, the Guardian M9 device will display different messages considered errors or potential device issues.
Often when we hear Error codes the first thing that we think of is to contact the After-hours tech for a Hard Reset. This may work but not in every situation.
Remember that error codes can still be related to an issue with clients' vehicles like electrical or battery problems.
If the code is related to low battery voltage or a battery issue the hard reset won't work. The client will need to go ahead and get the battery checked.
Not every state allows a hard reset. This is why we need permission from the Afterhours technicians.
Device Issues
Wiring
Wiring issues are a bit trickier to pinpoint over the phone. But there are a few cases where it may be evident that there is an issue.
The device will not go to sleep after the vehicle has been turned off.
The client may report that if they hit a bump while driving the device temporarily turns off.
The client can see the coil cord has some fraying around the connector on the handset. (Like a shortage in the cord)
When it comes to wiring there is little that we can do over the phone. We should be going directly to get our client into the service center. Before getting them into the service center it is important to call the service center and make sure they have the equipment needed to replace wiring. Depending on what the issue is with the client's device they may have to tow, and we don't want to send the client to a service center that can't help.
Power
Similar to Wiring, if there is an issue with the connection to the battery the device is going to have issues staying powered on. This can also relay to the battery but there are occasions where the client may get a new battery or make sure it is fully charged and still experience issues.
Here are a few tips that may be helpful that may fall under power issues.
Trickle Charge
A client doesn't want to jump the vehicle. This can cause a power surge and fly the device. They want to do a "trickle charge". This is slowly charging the battery using another vehicle.
The vehicle with the IID will remain off during the process. Your client will hook up the jumper cables to both vehicles while they are turned off.
Then your client will turn on the vehicle without the IID and let it run for about 10-15 minutes. (Depending on how dead the battery is the time may fluctuate)
Once this time is over, turn the vehicle off and disconnect the jumper cables.
Proceed to have the client operate the device as normal. The vehicle with the IID should be able to run.
Battery
Corrosion on the battery terminals can cause connection issues
Any voltage under 11.6 volts can cause an issue for the client.
Adding new components to the vehicle can also cause an issue.
Old batteries. Most batteries can last 4 or more years. if the client lives in a colder climate they may need to change the battery every 4 years.
Clients should drive their vehicles every day. If the vehicle is sitting for more than 48-72 hours the battery will start to lose voltage.
Recommendation: If your client is not a frequent driver suggest that they drive the vehicle around the block a few times or run an errand.
Other Troubleshooting Tips
Device date does not update
If your client calls in stating that they receive Monitor service, but the device is still giving a servicing warning:
Check the dates on the client's account
Make sure that the service they went to was actually a Monitor service.
Check the Event log for a log of the service they went to.
Check the client previous Paid to date to make sure they didn't have to possible pay more at the Monitor in order for the dates to move forward.
Using the Event log
We can't tell the client what we see but we may be able to get an idea about what issue they are having. Certain patterns in the event log can help you to figure out what probing questions to ask:
Power disconnections
Multiple fails
Warns
Start violations
Aborts
An abort can relate to several things:
Improper blowing
Battery Issues
Device Issues.
Things to consider
With your probing questions you want to know what is happening at the moment and what may have happened before. Clients will leave out information if they feel that it doesn't relate to the situation. Our job is to get all the details and determine what information may be contributing to the issue.
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