Introduction

Use this guide when a warehouse automation device, PLC, scanner, drive, or other subsystem is not communicating correctly. Providing complete details helps Fidus Global quickly determine whether the issue is related to network connectivity, device configuration, controls logic, or hardware failure, and route your request to the right technical resource.

Issue description

A communication or connectivity issue can affect one device, a group of devices, or an entire network segment. Common examples include intermittent communication, devices going offline, timeout alarms, scanner failures, PLC communication errors, or a drive that is not responding as expected.

What to include in your request

Include as much of the following information as possible when submitting your support request:

• Site location, including the building, area, line, or zone affected
• Equipment model and serial number for the affected device or subsystem
• The specific device, controller, scanner, drive, or network segment involved
• Any alarm, fault, error, or timeout messages shown on the HMI, PLC, or device display
• The date and time the issue started, including whether it is constant or intermittent
• Recent changes such as power events, cable replacements, network changes, software updates, or maintenance work
• Any impact on operations, such as missed scans, stopped conveyors, downtime, or reduced throughput

Helpful attachments

If available, attach supporting files and photos to help the support team diagnose the issue faster:

• Screenshots of alarms, faults, or error messages
• System logs, event logs, or controller diagnostics
• Switch port details, including port number, link status, and any indicator lights
• Photos of wiring, connectors, labels, and hardware condition
• Any relevant network diagrams, device maps, or recent change records

How support uses this information

With complete details, the support team can more quickly isolate the likely cause and determine the next best action. This may include checking network connectivity, reviewing device configuration, validating controls logic, or identifying a hardware issue that requires field service or replacement parts.

Before you submit

If it is safe to do so, confirm whether the issue affects one device or multiple devices, and note any recent operational changes. Do not attempt repairs beyond your site’s approved procedures. If the problem involves safety systems or creates an immediate operational risk, follow your site escalation process first.

Next steps

Submit your request with the details above and any attachments you have available. If additional information is needed, the support team may contact you for clarification or request live checks during troubleshooting.

Additional information

For faster resolution, keep a record of any changes made after the issue began, including maintenance work, device swaps, network adjustments, and software updates. This information can help narrow the root cause and reduce downtime.