A. The customer support office is staffed from Sunday at 5:00 p.m. until Saturday at 5:00 a.m. CST. Emergency support is available anytime the office is closed including holidays.
A.We understand the importance of reaching trained technical support personnel when critical issues arise. This is why Insequence technical support operators are carefully selected from trained field services personnel and no technical support operator is newly hired.
Q.How does Insequence support know what is happening in the customers system?
A. A technical support representative will be able to access your system, including the servers and workstations, using a virtual private network (VPN connection).
Specific Problem Focused Technical Support Questions
Q.My printer has stopped working, what’s wrong?
A. In this case there can be several solutions. Try these simple solutions before calling support.
1. Have you checked all the cables?
Make sure you have a power cable plugged in and there is power to the printer. Also make sure you have a connection to the computer. This can be in the form of an Ethernet, Parallel (standard printer cable), or USB cable. If none of these are present, then you may need to connect whichever type you use in order to print.
2. Is the printer turned on?
This may sound simple but in a busy plant environment, printers can be accidentally turned off without even realizing it.
3. Is the printer installed on the computer?
Sometimes someone may accidentally delete the printer from the computer. If this has happened, you will need to reinstall the printer.
Q.The Part/Rack/Order label I need has been lost or destroyed. How do I print another?
A. You can print using 3 different methods. You can use Rack Scan, Load Manager, or MES.
1. For Rack Scan and Load Manager you will need to click a button on the top toolbar designating the label type to reprint, such as Part Labels, Rack Labels, Serial Labels, and Load Sheets. You will then enter in the information to reprint. This might be Load ID, Slot Position, or Serial Number. Once you hit Ok, you should get your reprint.
2. For MES you can either select an icon from the toolbar or you can access reprints through the Tasks Menu. The difference when using MES to reprint a label is that you have to select a method name. This has to be done as there can be several different label layouts depending on the method used. There are also different options you can search by in MES for reprinting labels. You can input the serial number or search by items such as VIN or Vehicle Sequence.
Q.I have been asked by the OEM to ship a load short. How is this done?
A. Let’s say that the load you want to close short has a maximum quantity of 20 parts. Your OEM wants you to ship the rack with 10 parts instead. You can simply watch the Load Manager program to see when the rack quantity hits 10. When it does, just click on the Close Load button on the Load Manager Toolbar. This will display a confirmation dialog box. Click Ok to close the load short.
Q. I am getting an error in my Host program saying that the broadcast is out of sequence. What can I do about this?
A. The first thing to try is to ask the OEM to rebroadcast the sequence number in question. 99% of the time this will solve the problem. In some occasions, the OEM will ask you to skip the sequence number. If this is the case, you should call Insequence Technical Support to assist.
Q.I am unable to open my Insequence programs on my workstation. What is wrong?
A. There are several reasons this could happen, let’s go over a couple of them.
1. Check your network connections to make sure you are connected. Can you connect to the Insequence Server through the L:\ Drive network share? Can you get to the internet? If not, this could mean that there is an issue with the network either on that computer or in the plant. Check with your IT Staff and Insequence Technical Support if necessary.
2. Has the computer ever run the Insequence Software? If not, then it might be that needed component software is missing from the computer. This will need to be installed for the programs to run. Check with Insequence Technical Support for help if you think this is the case.
Q.My exports are not going out. Do you know why?
A. The most common cause of messages not exporting is that the SPD Pro Messenger program is closed. Check to see if it is open. Also, you have to make sure the program is in start mode. Even if the SPD Pro Messenger program is running, it may not be started.
Sometimes the place we are exporting to might have a problem. This can be the case when we export to an AS/400 or a network share. If this is the problem, then you may need to check with the person who is in charge of the exports to make sure there are no problems on their end. Usually AS/400 systems go down once a night for backups. This can cause the SPD Pro Messenger program to stop exporting because we cannot connect while the AS/400 is doing a backup. You may need to restart the job on the AS/400 and then restart the SPD Pro Messenger program after doing so.
back to the top Q. When I try to open an SPD Pro Application, I get an error message saying it is already active. How do I solve this?
A. There could be two solutions to this problem. First, check to make sure the program isn’t listed on the Taskbar. If it is, click on it and it should open. If this is a program which has a Start/Stop button, such as Host, Messenger, Load Manager, etc., wait for a minute to see if it opens up for you.
If the program is not on the Taskbar, right-click on a free area in the Taskbar and select Task Manager from the contextual menu. Once Task Manager opens, make sure you are on the Applications tab. If the program is listed here and the status is Non Responsive, as long as it is a program such as SPD Pro Reporting with no Start/Stop button, select the application and click End Task. You will get a message pop up box asking if you want to end the task, click the End Task button, then open your application.
Q. I have Timeout Expired errors on all my workstations. How do I take care of this?
A. First, halt the affected program(s), this will take anywhere between 5 and 30 seconds. Make sure your network is connected by looking in the Notification Area in the bottom right corner for two computers with blinking screens. If you move your mouse over this icon, an information box will pop up displaying the name, speed and status of your Local Area Network (LAN) connection. If this says Connected, then make sure SQL is running on the server. If so, then reopen the SPD Pro Application that you got the timeout expired error.
Q. I have a Halt message on my SPD Pro Application. What can I do about this?
A. Right click the Stop button, then once the buttons are available, click the Halt button. Reopen the application and start it back up. If this happens again, call Insequence Support. The support team will then investigate the issue.
Q. When I scan my serial number, I get an error saying this is already allocated. How can I unallocate it?
A. If you are certain this serial number goes with the vehicle on-screen then use the Serial Maintenance Utility to set the serial number to OK to Ship, this will allow you to scan the serial number and allocate it to the vehicle on-screen. back to the top
Q. I continue to get an error “Cannot Generate SSPI Context” on my workstations. How do I solve this?
A. This is a SQL Windows authentication error. If you cannot get your Network Administrator to fix this problem, Insequence Support can change your workstations to use SQL Authentication instead to temporarily fix this issue.
Q. I have a “Communications Disconnected” message on my host. How do I take care of this?
A. Check to see if the host is started by looking at the Start/Stop button. If it says Start, then it is not running, click the button. The message should change to “Communications Connected.”
Q. My wireless scanner is not scanning. How do I fix this?
A. The first thing you should try is scanning the base. Sometimes the scanner unlinks itself from the base and scanning the barcode on the base links them back. If this doesn’t work, make sure the connections are tight. If it is a PS/2 scanner and the connections are loose, you will need to restart the workstation. If this is a USB scanner, make sure you see the Windows pop-ups saying New Device Found and Device Configured Properly. If it is not working by this point, cycle the power on the base. If all else fails, try a different scanner and repeat the above steps.
Q. My OEM just informed me of a new part revision. How do I accommodate for this in the SPD Pro System?
A. Open up the SPD Pro Setup program. Once this is up, open your Part Master and find your old part. Select this part and click the Copy button. Type in the new part revision and click OK. All information tied to this part such as the BOM has now been copied as well.
Q. Will the SPD Pro applications work with Windows Vista?
A.Technically, yes SPD Pro has been tested and does work with Microsoft Vista. However, until Insequence is certain Microsoft has completely corrected problems with the Vista operating system, we do not recommend using Vista.
Q. I need a label change. How do I go about getting this done?
A. If this is just a small label change, your support contract will cover this. If you need a label completely redesigned, this will be quotable. Call Insequence Support to determine what your contract covers.
Q. My MES Queues are not populated. How do I take care of this?
A. First, make sure Load Manager and your Host are running. Has the OEM stopped running? Are you building in reverse order, if so you will have to receive enough broadcasts to fill up your rack before your MES queue will be populated.
Q. I have a Timeout Expired error on all of my applications on my Primary. How do I take care of this?
A. Did your SPD Pro Purge application run? If so, this could cause your applications to receive a Timeout Expired error. If you restart all the SPD applications on the primary, this should solve the problem. If not, call Insequence support.
Q. I sequence to a Chrysler MB OEM and I have several E Broadcast Errors. How do I take care of these?
A. First, clear already shipped E broadcast errors and see if this removes some of them. From there, see why they have errors and try to fix them before they become G broadcasts. If you fix the E errors, then when the G comes in, MB Host will grab the E and use this to keep your plant running.
Q. Whenever I open my host program, I get a message saying my license key expires in xxxx days. What can I do about this?
A. You have a temporary license key installed. Once payment is received for the outstanding balance of your initial installation, we will implement your permanent license key.
