What to do if the system is not operating as expected

What should you do if a WISE Group system is not operating as expected?

If a WISE Group system is not operating as expected, you can carry out the basic checks in this article before contacting support. It covers how to identify common issues, understand what the system is indicating, and determine when support is required.

What should you observe first when an issue occurs?

When an issue is noticed, start by observing how the system behaves.

Check whether the issue affects the entire system or only a specific sensor or function. Note any alarms, warnings, or abnormal readings, and whether the issue appeared suddenly or developed gradually over time.

Record this information before proceeding, as it will be useful when diagnosing the issue or contacting support.

How do you check system status and indicators?

WISE Group systems provide visual status indications through displays, indicators, or alarms. Refer to your product documentation for a description of specific alarm codes and indicator states. If you do not have access to your documentation, contact WISE Group support.

If warnings or fault indications are present, note which sensors or functions are affected. - A single sensor fault typically points to a localised problem. - Multiple simultaneous faults may indicate a power, communication, or environmental cause.

What recent conditions or activities should you consider?

Changes in system behaviour are often linked to recent events. Identifying a triggering event can significantly narrow the cause.

Consider whether there has been:

• Heavy weather or significant environmental exposure

• Maintenance or work activities near sensors

• Power interruptions or system restarts

• Recent cleaning or handling of sensors

These factors can affect sensor performance and system behaviour.

How should you inspect sensors and installation?

If safe to do so, visually inspect the affected sensors and surrounding equipment.

Look for obvious signs of damage, contamination, loose components, or environmental exposure. In offshore environments, salt, dirt, or residue can accumulate on sensors and affect readings.

Do not attempt any adjustments or repairs unless they are explicitly covered in the relevant WISE Group product documentation. Unauthorised work may void warranty coverage and could result in further damage to the system.

How should you approach cleaning and basic care?

Some issues may be caused by contamination of sensor surfaces.

If cleaning is appropriate, follow the applicable sensor documentation exactly. Incorrect cleaning methods or materials can damage sensor surfaces and may worsen the issue or void warranty coverage.

If there is any uncertainty, contact WISE Group before taking action.

When should you contact WISE Group support?

Contact WISE Group support if any of the following apply:

• Alarms or warnings persist.

• Sensor readings remain incorrect or unstable.

• The issue cannot be clearly identified.

• Physical damage is observed.

• Basic inspection and cleaning do not resolve the issue.

What information should you provide when requesting support?

To help WISE Group resolve the issue as quickly as possible, provide the following information when contacting support:

• A brief description of the issue.

• Which sensors or functions are affected.

• Any alarms or warnings displayed.

• Recent environmental conditions or work activities.

• When the issue was first observed.

• Product name or model number.

For support contact details, refer to the WISE Group website or your product documentation.

What are the warranty and responsibility considerations?

System operation assumes that sensors are installed, handled, and maintained in accordance with documentation.

Issues caused by incorrect handling, unauthorised adjustments, or improper cleaning may affect warranty coverage and may result in corrective work being carried out at the customer's cost. Contact WISE Group if there is any doubt about whether a planned action is covered.

Key Takeaway

Not all system issues require immediate intervention, but early observation and basic checks are essential to preventing minor issues from escalating.

Understanding system behaviour, considering recent conditions, and knowing when to involve support will help minimise downtime and ensure reliable operation.