Support Service Assistance

How to get support from Arenal Support Team?

Hello,

Welcome to the Arenal Service & Support Team in The Netherlands. We are trying to support you the best we can.
We are working on a full automatic response system for small questions. When this is implemented (possibly end of February) we inform you how to get access to the answers to these questions.
Also we introduce a ticket system to track all questions and answers for our team.

If you have a QM146-RMM Remote Monitoring Module, then it is great and very helpfull. We suggest to power this up asap, so that we can see if the connection is live. Please let us know by return of this email. To power it on, connect the black ethernet cable of this module on the main board of the analyzer and make sure PoE is on.
There is no security risk, as the connection to our analyzer is point to point. Do not use a switch or router in between the analyzer and the RMM and with connection to your network: in that case there is a security leak. The RMM is now still suspended and we will put it to active when we get your message. After our work, we put it to suspended.

If the RMM does not work yet, or if you do not have bought a RMM, it will delay the response time of support and increase the support time as well. 

We have different ways to communicate, however, we only respond through our ticket system. Our email is: service@arenal-pcs.com.

During start-up, please change the date and time according to your local time. To do this: press config menu (top menu), user settings, change date and time.
Make sure logging is on: press logging icon in bottom menu, 4th from left. Set logging frequency to 30 secs.

The first questions that we get are: how do we calibrate? We have a separate FAQ's for this. But to be short.
You have an open channel probe.
Run process water past the sensor if possible. When the reading is stable, press SG (password 1346), press water calibration and perform the calibration.
Then run slurry past the sensor. When stable, take a sample, measure the SG in the lab and perform the field calibration.

Never hesitate to contact us for assistance and clarifications. We have a time based support contract and we will try our best to finish the commissioning within this time.

Thanks,
Arenal Support Team
Marius de Vries - Service Management
Jasper van Winden - R&D and Production Management
Ole Poeth - Software and Support Engineer
Matthijs Brand - jr. Mechatronics and Support Engineer






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