Home Applications Products Technical Support Company Contact Us More FREQUENTLY ASKED QUESTIONS WHY CAN'T I ORDER DIRECTLY THROUGH YOUR WEBSITE? When we redesigned our website, we also redesigned our sales strategy. Our distributors, such as Waytek, offer a better platform for ordering small quantities of products like our high current switches, so we felt it would improve user experience to order those products through them. For our other product lines, they often require conversations and some customization in order to maximize customer experience, so we felt that the best way to serve you and your machines was for us to provide direct and hands-on solutions. You can place an order directly through us by either contacting us or filling out our order form. WHAT DOES IT MEAN THAT A PRODUCT REQUIRES CUSTOMIZATION? What we mean by that is that in order for you to use the product, we will have to apply some specific qualities to the software and hardware to suit your specific application. Due to the product's direct lineage from a custom solution, its functionality must be specified to the application. I LIKE A SPECIFIC FEATURE, AND I WANT TO SEE IT ON YOUR STANDARD DEVICE. CAN I GET A CUSTOMIZED VERSION? The answer to this question depends on the complexity of the request and the quantity of the order. Please call us for more details. WHAT IS YOUR RETURN POLICY? We are happy to provide repairs in-house, but in order to do so, we will need details on the issue to determine whether or not the problem is due to user error. If the problem falls outside warranty, any analysis fees and repair costs are at the customer's expense. We advise that you review the technical concerns we frequently receive and consult your OEM before making the decision to return the device. CAN THE XTREMEDB WITH THE CONTROLLER ENABLED STILL BE USED AS AN I/O NODE? An xtremeDB with an enabled controller (-100) can be used as either a primary controller or an I/O Node, but a standard CAN module cannot be used as a controller. WHY IS THE GREEN COM LIGHT FLASHING ON MY XTREMEDB? This indicates a problem with the CAN connection, most likely a wiring problem with the CAN Hi/CAN Lo, or the CANbus is not properly terminated. WHY IS MY COMPUTER BLOCKING THE ONLINE TOOLS? You're seeing a pop-up because the application was downloaded from an internet source. We assure you, this application was safely designed and updated by our in-house software engineering team to specifically and only service your devices. To view specific instructions on how to remedy this, visit our Programming Tools page. DOES THE XTREMEDB BLOCK TOOL WORK WITH MY PCAN? Yes, but only our J1939 series. Our PC tools require a UCG (included in our Programming Kit), but any J1939 CAN peak system will be able to communicate normally with the J1939 series. WHY DOES THE XTREMEDB PC TOOL FAIL TO CONNECT TO MY DEVICE? The connection issue lies with a failed connection to the UCG via the USB, not your device. Try another port, and if the issue persists, check the status and permissions of your computer's ports and recognized devices. WHY AM I NOT SEEING ANY INFORMATION AFTER A SUCCESSFUL CONNECTION OF THE XTREMEDB TO THE PC TOOL USING THE PROGRAMMING KIT? This indicates an issue between the UCG and the xtremeDB. The COM light should be solid; if it is not, the most likely cause is the lack of a terminating resistor. THE XTREMEDB BLOCK FAILS TO CONFIGURE OR MISSES CONFIGURATION. Most often, the case is that the messages are not spaced enough: J1939 requires a minimum message spacing of 4 mSec. Another possibility is that you are not waiting for the confirmation message. The other possibility is that you are sending configuration messages during normal operation; do not do this. HOW MANY XTREMEDB BLOCKS CAN BE CONNECTED TO THE SAME NETWORK? 16 active xtremeDB blocks can be connected to the same network. This is because the Source Address (SA) runs from 0 to 15. Because SA doesn't apply to passive blocks, there can be an unlimited number of these in any given system. WHY ARE THE OUTPUTS FAULTING? Most likely, the device is doing what it was designed to do: guarding against overcurrent and short circuit failures to protect itself and other devices. See the FLT LED flash code to determine whether it is a case of overcurrent or short circuit. If it happens at start-up, check inrush; if it happens during operation, check flyback energy. WHY DO I MEASURE VOLTAGE WHEN THE DEVICE IS OFF? Every output registers voltage when it is off; this is a normal characteristic of Data Panel solid-state devices. Check for open load situations. THE SWITCH PANEL IS NOT TURNING ON OUTPUTS, OR THE SWITCH PANEL DISPLAYS TEST PATTERNS. This means that the switch panel does not have a connection to the controller; check the COM LED on the back for flashing to confirm this. It could also mean that you are connecting to a display that has not been programmed to match the system controller. Most displays are customized for our OEM partners, and must be purchased as a spare part from them. WHY DOESN'T THE HIGH CURRENT SWITCH I JUST PURCHASED WORK AFTER HOOKING IT UP TO MY SYSTEM? Because our switches have only one direction of flow, it is likely that you have set up your system in an incorrect configuration for the device's capabilities. See our High Current Switch page for more information about correct and incorrect set-ups. I PLUGGED IN THE NEW DEVICE, BUT I STILL HAVE MY OLD PROBLEM. Either your device needs secondary configuration, or the device functionality you have replaced is not where the issue lies. See your OEM for more information. I HAVE AN ISSUE WITH MY DEVICE BUT I DON’T SEE THE PRODUCT ON THIS WEBSITE. This part may be a custom part; you should reach out to the original equipment manufacturer for support. While we manufacture the component, many times there is further customization that happens at the OEM that makes it impossible for us to support or supply the parts directly. Your chassis manufacturer is likely unable to help. WHICH OF YOUR SOFTWARE TOOLS ARE COMPATIBLE WITH PCAN? All of them except for DPLogic. This update is new as of May 2021. You talked, and we listened; see for yourself on our Programming Tools page. If you have difficulty running the programs, you may not have a PCAN driver installed, or may not have unblocked the files in Properties. See our Programming Tools page for more instruction. Have a technical question not answered by these FAQs? Send an email to our engineers for more help, or call us at our company phone number. 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