What to do if the system is not operating as expected

Purpose

If a system is not operating as expected, there are a number of basic checks that can be carried out before contacting support.

This article provides guidance on how to identify common issues, understand what the system is indicating, and determine when support is required.

First Observations

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.

This information is valuable and should be recorded.

Check System Status and Indicators

Most systems provide visual status indications through displays, indicators, or alarms.

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.

Consider Recent Conditions or Activities

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.

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 product documentation. Unauthorised work may void warranty coverage.

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 to Contact Support

WISE Group should be contacted if:

• 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

When contacting support, providing clear information will help speed up resolution.

Information to Provide When Requesting Support

If possible, include:

• 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

Clear information helps avoid unnecessary delays.

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.

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