TCU Self-Troubleshooting and Diagnostic Checklist

Please complete the following checklist before submitting a support request or requesting an RMA. This information collected will help us diagnose the issue more efficiently and reduce troubleshooting time.

Common Issues Checklist

☐ No waveform displayed

☐ Weak THz Signal

☐ Excessive waveform noise

☐ Measurement timeout

☐ SPG-TCU communication failure

☐ Sensor not detected

☐ Communication loss

☐ High noise measurements

☐ Optical power warning

☐ Temperature warning

☐ Recipe/configuration issue

☐ Software startup failure or T-Ray Server crash

☐ System will not power on

☐ Unexpected TCU restart

Other:

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Step 1: Verify Basic System Operation

☐ Confirm the TCU is connected to a functioning power source.

☐ Verify all power cables are securely connected.

☐ Confirm the TCU powers on normally.

☐ Verify that all sensors, umbilical, Ethernet, USB, and power connections are securely connected.

☐ Inspect all cables, connectors, and fiber jackets for signs of damage, excessive bending, or loose connections.

☐ Verify the SPG Ethernet cable is securely connected, and the network settings are configured correctly.

Step 2: Launch T-Ray Server

☐ TCU5600:  Verify T-Ray Server launches successfully.

☐ TCU5700:  Verify the T-Ray Server launches successfully on the external PC.

☐ View the Dashboard tab.

☐ Verify Dashboard opens successfully. (it’s unnecessary)

☐ Verify a live waveform is displayed and updating.

☐ Verify continuous waveform acquisition  is active.

☐ Verify the correct recipe is loaded.

Step 3: Check System Status

☐ Review subsystem indicators on the Status Tab.

☐ Record the  Exact Warning, or Fault messages displayed.

☐ Capture screenshots of the Dashboard and Status tabs showing any  warnings or faults.

Step 4: Verify Operating Temperature

☐ Expected Operating Range: 0°C to 40°C

☐ Temperature remained within operating limits.

☐ Temperature exceeded operating limits.

☐ Lowest Ambient Temperature: __________ °C

☐ Highest Ambient Temperature: __________ °C

Step 5: Verify Optical Power

☐ Single Channel Systems: 5–9 mW

☐ Dual Channel Systems: 1.9–3.0 mW

☐ Tx Power: __________ mW

☐ Rx Power: __________ mW

Step 6: Collect Diagnostic Files

☐ Save Log Files (Status Tab → Save Logs).

☐ Export System Image (Setup Tab → Export).

☐ Verify files were saved successfully.

Step 7: Capture Screenshots

☐ Dashboard Screen

☐ Status Tab

☐ Waveform

☐ Power spectrum

☐ Error Messages

☐ Fault Message

Step 8: Inspect Hardware

☐ Inspect TCU exterior for damage.

☐ Inspect sensors and umbilical cables, and connectors for visible damage.

☐ Listen for unusual noises during operation.

☐ Photograph any observed damage.

☐ Verify enclosure fans are operating

☐ Verify ventilation openings are unobstructed

Before Requesting an RMA

☐ Issue reproduced after a TCU power cycle

☐ Dashboard Screenshot

☐ Status Tab Screenshot

☐ Log Files

☐ System Image Export

☐ Photos of Physical Damage (if applicable)

☐ Detailed Description of Issue

 Support Request Information

TCU Model Number: __________________________

TCU Serial Number: __________________________

Sensor Serial Number: __________________________

Umbilical Serial Number: __________________________

Sensor Firmware Version (if applicable): __________________________

T-Ray Server Version: _______________________

Customer Contact: ___________________________

Issue First Observed: __________________________

Issue Frequency

☐ Always

☐ Intermittent

☐ After warm-up

☐ Random

Description of Issue:

____________________________________________

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Additional Information (if applicable)

Include

☐ Trend Data

☐ Waveform Screenshot

☐ Power Spectrum Screenshot

☐ Photos of Installation

☐ Photos of Sensor/Umbilical Connections

☐ Description of what changed before the issue occurred

 Examples:

• Software update
• Sensor replaced
• Umbilical replaced
• New Recipe
• New installation
• Power outage
• Unexpected ambient temperature increase, ventilation issue, or air conditioning failure

Once the completed checklist, diagnostic files, and requested screenshots have been collected, please attach them to your support request through the customer support portal. Providing the information with the initial request will help expedite troubleshooting and reduce response time.