Knowledgebase Article Number |
4415355553431 |
Description |
November 29th, 2021, at approximately 7:00 p.m. EST. |
Resolution |
At Bastian Solutions, we continually strive to provide superb customer service at the highest standard, and not only reactive but proactive support. Transparency is a key component in helping achieve this objective and with that in mind, we are providing a full root cause analysis for the disruptions in service on November 29th, 2021 described below. Summary: Monday, November 29th 7:00 PM EST 7:30 PM EST I joined the bridge call but Calab did not. There were 3-4 managers on the call looking for updates but I was still actively working the issue. The block was throwing fault was throwing fault code 102 for stsAdapterFault. But the Adapter was ok. The block was still triggered by GetData_Scanner2_cmdTrigger so I cleared that and then the block would reset. Upon resetting the block we ran some packages but they still were not getting correct destinations. I went to look if we were getting good scans in the PLC and notice so odd data. A normal scan was just numbers ex: 520872277, but this data was K&1 W+4Y003$'. I quickly cleared this data out and cleared out the FIFO and made sure the T-manager was good. After clearing everything out we did start getting good destinations again. 8:00 PM EST 8:30 PM EST
Root Cause: There were 2 issues that occurred but were separate issues. The first issue with the T-manager looks like it occurred because of corrupt data from the scanner. The 2nd issue with the MDR cards running backwards looks like was caused by overloaded cards and caused 2 cards to fault, which caused the reset of the cards to run the wrong direction. Resolution: Issue 1: Resolution was to clear out the corrupt data and the FIFO. Issue 2: Replace the bad MDR cards Next Steps and Preventive Actions: Issue 1: I would like to add a check for corrupt data before moving this data to the T-manager block. This check will look for only numbers. If there is data in there that is not a number it will be registered as a no-read.
Issue 2: For the bad MDR cards we just need to make sure there are enough spare parts to cover in case this happens again. Our commitment to you: Bastian Solutions understands the impact of the disruption that occurred and affected operations for your organization. It is our primary objective in providing our clients with superb customer service, and we assure you we're taking the required preventative measures to prevent reoccurrence.
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