RMAs

Standard Repair Policy

Our goal is that all equipment authorized for repair which has been manufactured by Westronic Systems. and used in accordance with Westronic Systems. instructions will be repaired and shipped to the customer within thirty (30) working days from receipt of the faulty equipment at the Westronic Repair Facility.

Repair Charges

Equipment covered under warranty will be repaired at no charge to the Customer. When requested by the Customer, equipment repair can be expedited. Contact the Return Material Coordinator for pricing.

Non-warranty equipment will be repaired at a standard charge based on equipment type. This equipment will be repaired in the standard 30 working day period. The repair period will begin from receipt of the faulty equipment at the Westronic Systems repair center. For repair charges, please contact the Return Material Coordinator.

Repair of discontinued products will be determined on a quotation basis only.

When Service is Needed

  1. Provide written or verbal notification of the problem, and obtain a Return Authorization number and shipping instructions from the Return Material Department Coordinator. You will need an RMA Form.
  2. All returns should have the Return Material Authorization number marked on the outside of the shipping package.
  3. All equipment may either be returned prepaid to the Westronic repair facility, or Westronic can invoice for delivery charges.
  4. Repaired equipment will have a six month warranty from the date of the repair or for the unexpired portion of the original warranty.
  5. All repaired equipment will be shipped to the customer by best means available as determined by Westronic Systems, Inc. unless pre-arranged otherwise. Expedited shipping methods will be paid by the customer.

For international returns, the customer is responsible for all shipping charges.

Things you need to know when you call in for an RMA number:

  • Contact Phone Number
  • Bill-to Address and Attention Name
  • Ship-to Address and Attention Name
  • Part Number
  • Serial Number
  • Warranty Status
  • Problem Description

Packaging of Returned Product

Returns are to be shipped to Westronic Systems using original packaging or an adequate equivalent including but not limited to ESD bags and antistatic foam. Damage incurred to equipment due to improper packaging is not the responsibility of Westronic Systems and will not be covered under any applicable warranty.

  • All product should be packaged individually in shielding bags.
  • Product should be surrounded on all sides with foam, bubble packaging, or other package padding.
  • All excess space should be filled with packaging material so that product cannot move around inside the box.
  • All RMAs must include an RMA number, return shipping address, billing address, and detailed description of the problem.

Please click here to fill out an Online RMA Request Form

Documentation

To request a User Login please Contact Support or send an email to support@westronic.com and include your contact name, address information and telephone number.

To request a User Login please Contact Support or send an email to support@westronic.com and include your contact name, address information and telephone number.

To request a User Login please Contact Support or send an email to support@westronic.com and include your contact name, address information and telephone number.

Training

Westronic offers a variety of technical training courses for companies and professionals who use and support Westronic products. Training sessions are conducted online, at Westronic’s headquarters in Calgary, AB, Canada or on-site at a customer requested location. All sessions can be customized to fit individual customer requirements.


For more information concerning your technical training requirements, please contact Westronic’s Technical Support department at 1-403-250-8304 or support@westronic.com

FAQs

Select your product below:

For points to show up on the Alarm Summary page, they must be enabled, have a priority of critical, major, minor, or routine and actually be in alarm. You can quickly check the point definition on InSite by accessing the appropriate point definition page.

To have access to the WS3500 Metago InSite web browser, you must have purchased the WS3500 Metago InSite software license
(Part Number 567-T067).

If you have the license, you must have enabled the InSite option when you downloaded the configuration to the RTU. The InSite option is found on the RTU Configuration tab sheet in Metago Manager.

WS1800 Manager is optional and is not needed to configure a WS1800. All configurations can be done through the command line interface (CLI), accessed either locally through the Craft port, or remotely through the Telnet interface.


The initial settings for IP, Router, and Netmask should be done with the Craft port CLI as follows:

  1. Connect the PC’s serial port to the WS1800 “SERIAL” (i.e. Craft ) port on the rear panel using the serial cable + DB9 adaptor. The WS1800’s SERIAL port is RS232-DCE.
  2. Configure the PC’s terminal program for 8 bits, No parity, 1 Stop bit, and 57600 baud.
  3. Press ‘ ? ’ to start the WS1800 console session.
  4. Login using the default username and password (login: MTC, password: shipping)
  5. Select menu item 3 to enter the “Configuration” menu.
  6. Now select “1” to enter the “Network” menu. Set IP address, netmask, router in their respective sub-menus. When finished, Esc back from the Network menu to the Configuration menu.
  7. Escape back toward the main menu until prompted to hit “s” to save. Hit “s” and the unit will reboot with the new network settings applied.
  8. Test the network connection by pinging the unit’s IP address from the local PC, or log into the WS1800 CLI and ping out to a known address. Another option (when the WS1800 is licensed for Web Server) is to enter the unit’s IP address in a standard browser to view the current alarm summary for that unit.

After the initial network settings are done, all settings can be changed through the Telnet interface. Connect to this using the WS1800’s IP address and port 23. Pressing ‘?’ will provide a login prompt

There are two methods of setting the time on a WS1800. The easiest is through the Command Line Interface (CLI) accessed remotely through Telnet. Connect to the WS1800’s IP address on port 23. When prompted with “WS1800 Telnet Server”, press ‘?’ for a Username login prompt. Complete the login using a configured level 5 user (default username / password from the factory is MTC / shipping ). To find the time setting, go to option 3 for Configuration, 6 for System, and 2 for Date and Time. For more detailed instructions, please see the WS1800 Manual (994-T071). Section 5.


The second method is using SNMP. Please see the WS1800 Manual (994-T071) section 7 for details.

If the IP is unknown, you will have to access the Craft port Command Line Interface. See the manual or Q1 in this faq for details.

The WS1800 configuration is not automatically loaded into WS1800 Manager on connection. Select Get Database on the Connection tab to update WS1800 Manager with the current database.

If using WS1800 Manager to configure the WS1800, the Send Database option on the Connection tab must be used to load the database into the WS1800. Changes made are not updated automatically.

WS1800 Manager only allows a single connection at a time. Is it possible that another system is connected to the WS1800? If so, that connection must be closed or the WS1800 must be reset. This can be done locally through the Craft port, or remotely using either SNMP or Telnet. For the Telnet method, connect to the IP on port 23. Hit ‘?’ for the login prompt. Following the login, change anything in the configuration, then back out to the top menu. The WS1800 will prompt you to (S)ave changes and reboot, of (D)iscard changes and reboot. Press ‘D’ to reboot.

The message "EEPROM CORRUPT" is generally caused by a Wesmaint cable or termination plug connected to the craft port while the power to the WS2000 is applied or removed. The Wesmaint cable or termination plug contains the circuitry to enable the EEPROM in the WS2000 to be written to, thus the key to making changes to the WS2000 configuration. This cable or termination plug is to be connected to the WS2000 only while viewing or making changes to the WS2000 configuration.


Option 1:



Put the WS2000 into Config mode make a change to the configuration. It can be any change, such as configuring a spare display. You will notice that the EEPROM CORRUPT message may scroll across the screen every time a button is pressed, this message will clear to allow you to go through the menus, just be patient. Once a change is made return the unit to Normal mode. This will cause a soft reboot, when the unit comes back up repeat the procedure and undo any changes that were made to the configuration. This should clear the EEPROM CORRUPT message.


Option 2:



In the WS2000 TABS unit and the E2A w/ TABS unit, there is a function in the command menu called INIT-DB, this will clear everything from the EEPROM and reload the factory defaults. After initializing the configuration return to normal mode to initialize the unit. Once completed the unit can be configured. All configuration settings will be lost using this method.


Note: On occasion the above methods of recovery will not work. In this case the unit must be returned to the factory for repair following the RMA procedures.

When power is first applied to the WS2000 status input LEDs are on with nothing connected to them.


First check the numbers of the active inputs. If they are any of 25-32 or any of 57-64, look on the backplane of the WS2000 and check if jumper Z7 and/or Z9 is in place. If so, remove these straps and check if the lights turn off. If they do then it is a matter of turning off a control point. Straps Z7 and Z9 allow the controls to be internally looped back onto inputs 25-32 and 57-64, therefore, if a control is on the WS2000 will report an alarm on these points. The control relays are magnetically latched, allowing one of the relays to latch during shipping and have inputs light up when first turned up. Using the Wesmaint the controls can be turned off.

The WS2000 craft port requires specific port settings as well as a special cable. The cable is shipped with every licensed copy of the Wesmaint Software packages. Those using a ASCII terminal can order a cable from Westronic or they can build their own. Connections are described in the Maintenance Interface section of the manual, or in the table below. The table is valid for any type of WS2000. Port settings must be set at 9600 bps, 7 data bits, even parity, and one stop bit.


VT100/PC (9-Pin) JB3 (25-pin) P5 (8-pin)
Pin 2 (Tx) Pin 3 (Rx) Pin 1 (Tx)
Pin 3 (Rx) Pin 2 (Tx) Pin 2 (Rx)
Pin 5 (Com) Pin 7 (Com) Pin 4 (Com)
Jumper 7 to 8, 4 to 6 (PC only) Jumper Pin 18 to 25 No Jumper Required

When using a Rack Mount Wesmaint Panel connected to P5 on the backplane on the WS2000, a terminating plug is needed to enable changes to be written to the EEPROM which is where the configuration is stored. The plug is installed on the craft port JB3.


If using a PC application, PC Wesmaint or ASCII Terminal, it is possible to view the configuration using a standard NULL modem cable, however to make changes you must have the Wesmaint Cable which has the wiring to write the changes into EEPROM. The cable is included with all PC Wesmaint software packages. If using a ASCII terminal you can buy a cable from Westronic, or build one using the table below. The table applies to all types of WS2000.

VT100/PC (9-Pin) JB3 (25-pin) P5 (8-pin)
Pin 2 (Tx) Pin 3 (Rx) Pin 1 (Tx)
Pin 3 (Rx) Pin 2 (Tx) Pin 2 (Rx)
Pin 5 (Com) Pin 7 (Com) Pin 4 (Com)
Jumper 7 to 8, 4 to 6 (PC only) Jumper Pin 18 to 25 No Jumper Required

WS400 Manager is optional and is not needed to configure a WS400. All configurations can be done through the command line interface (CLI), accessed either locally through the Craft port, or remotely through the Telnet interface.


The initial settings for IP, Router, and Netmask should be done with the Craft port CLI as follows:

  1. Connect the PC’s serial port to the WS1800 “SERIAL” (i.e. Craft ) port on the rear panel using the serial cable + DB9 adaptor. The WS400’s SERIAL port is RS232-DCE.
  2. Configure the PC’s terminal program for 8 bits, No parity, 1 Stop bit, and 57600 baud.
  3. Press ‘ ? ’ to start the WS400 console session.
  4. Login using the default username and password (login: MTC, password: shipping)
  5. Select menu item 3 to enter the “Configuration” menu.
  6. Now select “1” to enter the “Network” menu. Set IP address, netmask, router in their respective sub-menus. When finished, Esc back from the Network menu to the Configuration menu.
  7. Escape back toward the main menu until prompted to hit “s” to save. Hit “s” and the unit will reboot with the new network settings applied.
  8. Test the network connection by pinging the unit’s IP address from the local PC, or log into the WS1800 CLI and ping out to a known address. Another option (when the WS1800 is licensed for Web Server) is to enter the unit’s IP address in a standard browser to view the current alarm summary for that unit.

After the initial network settings are done, all settings can be changed through the Telnet interface. Connect to this using the WS1800’s IP address and port 23. Pressing ‘?’ will provide a login prompt

There are two methods of setting the time on a WS400. The easiest is through the Command Line Interface (CLI) accessed remotely through Telnet. Connect to the WS400’s IP address on port 23. When prompted with “WS400 Telnet Server”, press ‘?’ for a Username login prompt. Complete the login using a configured level 5 user (default username / password from the factory is MTC / shipping ). To find the time setting, go to option 3 for Configuration, 6 for System, and 2 for Date and Time. For more detailed instructions, please see the WS400 Manual.


The second method is using SNMP. Please see the WS400 Manual for details.

If the IP is unknown, you will have to access the Craft port Command Line Interface. See the manual or Q1 in this faq for details.

The WS400 configuration is not automatically loaded into WS1800 Manager on connection. Select Get Database on the Connection tab to update WS400 Manager with the current database.

If using WS400 Manager to configure the WS1800, the Send Database option on the Connection tab must be used to load the database into the WS400. Changes made are not updated automatically.

WS400 Manager only allows a single connection at a time. Is it possible that another system is connected to the WS400? If so, that connection must be closed or the WS400 must be reset. This can be done locally through the Craft port, or remotely using either SNMP or Telnet. For the Telnet method, connect to the IP on port 23. Hit ‘?’ for the login prompt. Following the login, change anything in the configuration, then back out to the top menu. The WS1800 will prompt you to (S)ave changes and reboot, of (D)iscard changes and reboot. Press ‘D’ to reboot.

Check for:
  • Blown fuse
  • Open power wire
  • Reversed power leads
Remove connections to both serial ports, if the light stays on this means that the WS1000 has failed its powerup diagnostics.
  • A solid Rx light is a fatal ROM error.
  • Solid Tx light is a fatal RAM error.
These failures cannot be repaired in the field and must be returned to Westronic for repair through the RMA process.
Check for crossed connections, specifically the polarity on the Rx pair.
Check for crossed connections, specifically the polarity of the Tx pair.
  • Check to make sure the TABS/TBOS address is set for the right address.
  • Ensure the RS422/485 termination is correct using switches 9 and 10.
  • Check all connections for reversed leads and polarity.
If using an internal modem check the receive sensitivity and transmit levels.

The plug-in power supply provides power for two dual-/quad-modem shelves (four dual-modem modules maximum).

  • Input voltage: -20 V dc to -72 Vdc
  • Output voltage/current:
    • +5 Vdc (4.90 Vdc to 5.20 Vdc) at 1.5 Amps maximum
    • +12 Vdc (11.6 Vdc to 12.4 Vdc) at 400 mAmps maximum
    • -12 Vdc (-12.4 Vdc to -11.6 Vdc) at 400 mAmps maximum
    • Power rating: 15 Watts total
  • Power rating: 15 Watts total
  • Regulation:
    • 0.2% line
    • 2.0% load
  • Recommended external fusing: 2.0 Amps (Type 70) or 2-1/2 Amps (GMT) at -48 Vdc

Recommended external fusing: 2.0 Amps (Type 70) or 2-1/2 Amps (GMT) at -48 Vdc

Digital Serial Channels 1 Through 4:

Protocol:

  • TBOS (eight data bits, odd parity, two stop bits)
  • TABS (eight data bits, odd parity, one stop bit)

Speed:

  • TBOS (1,200/2,400 bps)
  • TABS (1,200 bps)

Communication type: RS-232, RS-422, or RS-485

Protection: Sustain transient voltage to a maximum 2 kV

Connectors: 8-pin Methode connector (Westronic PN 620-0077)

Analog Serial Channels 1 Through 4:

Type: 202T compliant 4-wire

Speed: 1200 bps

Output Amplifcation: +2.0 dBm (maximum)

Connection: 3-position D/Level compression plug (Westronic PN 640-0105)

NOTE: The following applies only to the dual rate-adaption modem board (PN 532-T009). With rate adaption enabled, 1,200-bps data on the analog line converts to 2,400-bps data on the digital side and 2,400-bps data on the digital side converts to 1,200-bps data on the analog line. Data converted from 1,200 bps to 2,400 bps has a 10-millisecond delay. With rate adaption disabled, data rates on the modem analog and digital sides are 1,200 bps. Data converted from 2,400 bps to 1,200 bps has a 5-millisecond delay.

Warranty

This warranty is issued by Westronic Systems for standard manufactured products sold within the United States and Canada.

Westronic Systems warrants to the original customer that all standard equipment manufactured by Westronic Systems, Inc. will be free from defects in material and workmanship for a period of 24 months from date of shipment from the Westronic Systems, Inc. factory.

This warranty is in full effect provided that:

  • the equipment is used and serviced in accordance with Westronic Systems, Inc. instructions.
  • the equipment has been properly stored and installed.
  • the equipment has not been altered or repaired without prior authorization from Westronic Systems, Inc.
  • the equipment has not been used in conjunction with defective or inferior third party equipment which could result in damage to Westronic Systems, Inc. equipment

This warranty excludes damage due to fire, flood, lightning, or any other abnormal conditions.

This warranty for Westronic Systems, Inc. made equipment is in lieu of all other expressed warranties. Westronic Systems, Inc. does not authorize any person to assume, on its behalf, any other obligation or liability.

Westronic Systems, Inc. is not responsible for loss of time, inconvenience, loss of use of equipment or other consequential damages.

This warranty is not intended to disclaim, exclude or limit any rights under any federal, state, or provincial statute. To the extent that any part of this warranty is inconsistent with any such statutes, that part shall not be applicable.