Software checklist
Update system software (CyPro, kernel, firmware), ensure that all software components are updated to their latest version. Open History.txt to check whether the problem has already been solved. Alternatively, revert to the last stable version.
Isolate the problem. Find the specific line that is causing the problem. Comment procedures and code blocks until the part that causes the problem is found. Send empty program to check if the problem is in the PLC code or the system itself.
Hardware checklist
Check the power supply, cables and connectors. Check the status LEDs. If possible, replace the device with a new one to see if the problem persists.
Use the Dashboard (CyPro/Examples) to perform a self-test on the controller. This will run a brief diagnostic of all internal components, including all inputs and outputs. If any errors are detected, send the controller to the service center.
Problem description
Describe the environment as precisely as possible. Specify devices used, operating system, all software. Specify how components are connected to each other. RS232, RS485, USB, Ethernet? DHCP or static IP? Include details such as cable type and length. If necessary, create a quick drawing.
Provide a clear and detailed explanation of the issue. Explain how the bug first occurred, and the impact it has on system functionality.
Specify the expected versus the actual result, what you anticipated would happen and what actually happened.
Write the simplest possible program that shows the unexpected behavior.
Attach any screenshots, short videos, network logs or other files you may have.
Steps to reproduce
Write step-by-step guide how to reproduce the problem. Give clear, step-by-step bullet points. If the bug isn’t reproducible on the developer’s end, it might indicate an issue with your system.
Perform the actions you normally do until you find the steps that reproduce the unexpected behavior. Once identified, simplify the process by skipping unnecessary steps to determine the minimum required to reliably reproduce the issue.
If the issue is related to the Cybro controller, determine the minimal action required to restore the controller to its normal state:
- plug Ethernet in/out
- run/stop the program
- turn power supply on/off
- send the program again
- initialize retentive variables
- send the kernel again
Send report
Send report to support@cybrotech.com. Give a short title that provides a summary of the main issue.
Back up the user program before sending the device for service. Devices returned from service will have an empty program. If you want to keep the original program, request this explicitly. Note that it may not always be possible, depending on the failure type.
Indicate if the request is urgent.
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