VAISALA

Tekninen tuki

Yleiskuvaus

Vaisalan tekninen tuki

Vaisala HelpDesk on yksittäinen yhteystaho asiakkaillemme. Aluekohtaiset HelpDesk-tiimimme Amerikassa, EMEA-alueella (Eurooppa, Lähi-itä ja Afrikka) ja APAC-alueella (Aasia ja Tyynenmeren alue) käsittelevät Vaisalan tuotteisiin liittyvät tekniset kyselyt. Tiimit auttavat tunnistamaan ja ratkaisemaan ongelmia sekä varmistavat, että asiakkaat saavat ammattimaista apua. HelpDesk-tiimit auttavat myös korjauksissa, kalibroinneissa, varaosissa, takuuvaatimuksissa ja huoltosopimuksissa.

HelpDeskiin voi ottaa yhteyttä joko

• käyttämällä HelpDesk-lomaketta tai

• lähettämällä sähköpostia osoitteeseen helpdesk@vaisala.com.

Puhelintukea voi pyytää Vaisalan alueellisista huoltokeskuksista.

Vaisala Veriteqin tekninen tuki

Tietoja Vaisala Veriteq -tuotteiden teknisestä tuesta on Vaisala Veriteq -tuen usein kysytyt kysymykset -välilehdessä ja Veriteq-sivustossa.

Tukiohjelmat (ei Vaisala Veriteq
-olosuhdevalvontajärjestelmä)

Teknisen tuen ohjelmia ovat:

Perustason tekninen tuki

Vaisala HelpDesk vastaa asiakkaan teknisiin kysymyksiin alueellisesti parhaan kykynsä mukaan Vaisalan toimistoaikoina. Jos tarvitaan nopeampaa ratkaisuehdotusta, suosittelemme etuoikeutettua teknistä tukipalvelua.

Etuoikeutettu tekninen tuki

Etuoikeutettu tekninen tuki on korkealuokkainen palvelu, joka tarjoaa teknistä asiantuntemusta sovituin vastausajoin. Etuoikeutettua teknistä tukea käyttävät asiakkaat voivat huomattavasti vähentää ongelmanratkaisuun käyttämäänsä aikaa ja vaivaa.

Etuoikeutettu tekninen tuki edellyttää aina huoltosopimusta. Palvelupyyntöihin vastataan seuraavan arkipäivän aikana tai aiemmin.

Paremmasta saatavuudesta (24/7), tietojen saannista ja ratkaisuehdotuksista sovittujen vastausaikojen kuluessa voidaan myös neuvotella tapauskohtaisesti.

Etävalvonta

Vaisala suosittelee myös 24/7-etävalvontapalvelua, joka mahdollistaa järjestelmän etävalvonnan ja korjauksen viipymättä, ennen kuin edes huomaat ongelmaa. Etävalvontapalvelu edellyttää Internet-yhteyttä ja aktivointia huoltosopimuksen kautta.

Tarkista etävalvontapalvelun saatavuus Vaisalan myyntipalvelusta.

Lisätietoja saat lataamalla etuoikeutetun teknisen tuen tai SiteConnect-etävalvonnan esitteen.

Materiaalit ja lataukset

Brochures

Legacy Configuration Codes

Linkkejä

Vaisala Veriteq -tuen usein kysytyt kysymykset

How do I uninstall a Vaisala Veriteq USB Logger Cable? »
To uninstall the Vaisala Veriteq USB Logger Cable, please go to Add or Remove Programs in Windows, find FTDI USB Serial Converter Drivers and click the Change/Remove button. Follow the uninstall wizard as prompted to complete the uninstallation.

Notice for Windows XP users:

If you are experiencing problems uninstalling the cable on Windows XP, this may be due to changes made by a Microsoft Update (KB923191). To correct this problem, please follow the directions below:
1. Navigate to C:\Windows\system32
2. Locate the ftdiunin.exe file
3. Right-click the file and select Properties
4. Select the Compatibility tab
5. In the Compatibility mode section, place a check in the Run this program in compatibility mode for: box
6. Select Windows 2000 from the drop-down list
7. Click OK
8. Go back to Add or Remove Programs and attempt to uninstall again
If you are still unsuccessful, please contact Technical Support.

How do the FDA CFR 21 Part 11 requirements relate to the VL Data Logger system? »

The CFR 21 Part 11 regulations apply to any electronic records that are used as a part of GMP documentation, including the ones produced by the Vaisala VL-series data logging system.

The following table summarizes the key requirements of the CFR 21 Part 11 regulations and how the VL-series system addresses those requirements. (For a complete summary, request the "White Paper on Veriteq 21 CFR Part 11 Compliance".)

CFR 21 Part 11 Requirement	Reference	VL-Series Features
All records shall be prepared, dated and signed (full signature, handwritten) by one person and independently checked, dated and signed by a second person.	GMP 211.186	Password-protected system outputs paper-based records with appropriate form for review and approval sign-offs.
Electronic records may be considered trustworthy and reliable and be used in lieu of paper records provided that the electronic records have proper security controls	CFR 21 Part 11; Subpart A-Sec 11.1 Scope	Software produces secure and encrypted electronic records that are used to produce printed documentation. Software recognizes invalid or altered data logger files and renders them unusable
Ensure the authenticity and integrity of the electronic records such that the person responsible for the electronic record cannot readily repudiate the record as not genuine	CFR 21 Part 11; Subpart B-Sec. 11.10	Tamper-proof data logger (no switches or buttons). Password-protected calibration record verifies integrity of recorded data. Password protection ensures that person who created electronic record is the same person who outputs a paper record
Ensure that the system can discern invalid or altered electronic records	CFR 21 Part 11; Subpart B; Sec. 11.10 (a)	Software recognizes invalid or altered data logger files and renders them unusable
Ensure that complete and accurate records in both human readable and electronic form are available for review and inspection by the FDA	CFR 21 Part 11; Subpart B; Sec. 11.10 (b)	Original raw electronic record is never modified and can be printed for review and inspection

How does the Continuous Monitoring System and VL data loggers produce GMP-compliant records? »
The VL-series data logging system is a set of monitoring tools that have been designed for use within the framework of a company's GMP-compliant record-keeping and documentation system. The system produces paper-based data logging records that, after signed review and approval by responsible parties, can be used in a GMP-compliant documentation package. As a part of this process, the VL-series system creates and uses secure and unalterable electronic records consistent with GMP requirements for authenticity and accuracy.
How long can Vaisala Veriteq data loggers record for? »

The length of time Vaisala data loggers can record for is determined by the number of input channels enabled on the logger, the recording frequency (sampling interval), and the size of the memory (32K or optional 105K).

Vaisala data loggers can, for example, record data continuously for 10 years (at a typical sampling rate of once per minute) without any need for a battery replacement. For a typical two-channel data logger that's over 10 million non-stop readings.

For a general guide, refer to the Sample Interval & Duration Chart or refer to the specifications page for the specific data logger model you are interested in.
How do I run an External Digital Relay I/O device as part of my viewLinc alarm system? »
In addition to email alarms and pop up windows, you can also run commands on the viewLinc Server machine (which in turn can trigger external devices) when an alarm threshold is exceeded.

To configure these:

In the Advanced area of the Edit Thresholds Settings screen, enter a DOS command in the appropriate box. There are different boxes to accept different commands for when an alarm is triggered, notification is repeated, alarm acknowledged, or alarm condition is no longer true.

You may be using a B+B Electronics External Digital Relay I/O Device. This device allows you to turn on two different devices (or both at the same time) if these devices are correctly wired to both power and the Digital Relay Device itself.

You must also attach the Digital Relay I/O Device to a COM port on the viewLinc Server.

The specific DOS command to enter in the viewLinc Edit Threshold Settings screen in viewLinc 3.0 when using the B+B External Digital Relay I/O device and the python SwitchBbRelay script (installed automatically as part of viewLinc 3.0) is:

python SwitchBbRelay.pyc <COM port to which the relay device is attached> <Option> where Option is one of:
1 – turn on Device 1
2 – turn on Device 2
3 – turn on both Device 1 and 2
0 – turn off both Devices.
How do I stop communication alarms? »
1. Ensure your loggers are plugged in.

2. Ensure your Digi is connected to a power supply and the power supply is plugged in. The light on the front of the Digi should be solid red.

3. Ensure the Digi is connected to and communicating with the network. Try to ping the Digi by typing the following at a command prompt: ping <IP address of the Digi>.

4. If there is communication between the Digi and the network, check that the Verieq-supplied cable connecting the logger to the Digi is functioning properly. When the cable is functioning properly, the light should be mostly off with an occasional flicker. If the light on the cable is solid red, there is a problem with the logger cable or logger. See step 6.

5. If the light on the cable is working correctly but you are still getting communication alarms, go into Device Manager on the viewLinc Host computer and ensure the Digi is still installed. Under the Ports category in Device Manager, you should see an entry for Digi SP One. If you don’t see this, reinstall the Digi by following steps 2 B and C from the Quick Start Guide for viewLinc with Digi Devices.

6. If the light on the cable is not working properly, open a graphing application (vLog or Spectrum) and determine if the logger can communicate with the graphing application. If there is a problem with the logger communicating with the graphing application, it is likely the logger or logger cable is not functioning properly. Try connecting a new logger – or a logger that is known to be working – and see if you can connect to it in vLog or Spectrum.
Which COM ports is my Digi device using? »
There are two easy ways you can check to see which COM ports are associated with which Digi Device. Both include accessing the Device Manager in Windows.

Open Device Manager (From Start, choose Settings, Control Panel, Administrative Tools, Computer Management. Device Manager is on the left hand side).

Once Device Manager is open, click on Ports (COM & LPT) to see which COM ports are connected to which devices. (The Digi Devices should be named Digi xxxxx (where X is the model of the Digi).

The next option (for more detail), is to go to Device Manager (Start, Settings, Control Panel, Administrative Tools, Computer Management, Device Manager is located on the left hand side), and, under Multiport serial adapters, right-click the device in question. Choose Properties, select the Advanced tab, click on the properties button. On the left will be a list of the COM ports used for this device.
What if I cannot communicate with the logger(s) connected to my Digi device? »
If you cannot communicate with loggers attached to a Digi device using Vaisala Veriteq software, there may be a problem with the way the Digi is configured.

Please check the folowing, retesting communication after each step:
- The Digi device is plugged in to your network and powered on;
- A logger is attached to the Digi device;
- The RealPort driver has been installed. There should be a listing for a Multiport Serial Adaptor with the IP address of your device in Device Manager. There should be a listing for one or more Digi RealPorts under the Ports (COM & LPT) heading in Device Manager. If the driver has not been installed, perform step 5 on the Digi Setup Page (see instructions for viewLinc)
Make sure the Veriteq software is configured to communicate with the correct COM port (see the Ports (COM & LPT) section in Device Manager). In Spectrum or vLog go to Tools>Options and select the correct COM port from the drop-down menu.

If things still don't work, reconfigure the Digi device using the instructions below:

1.Enter the IP address of the device into a web browser

2.Enter the username and password at the login screen (the defaults are root and dbps).

3.Once you are logged in, click on the Setup Wizards link

4.Click on the RealPort link

5.Follow the wizard, enabling RealPort and NOT enabling Altpin

6.Click on the Admin link

7.Click on the Reboot link and follow the wizard to reboot

If you still cannot communicate with the logger, it may be due to a problem with the RealPort driver installation. During the installation there is a step that asks you to enter the number of serial ports. This refers to the number of physical ports on the Digi device, not the COM port number that you want to allocate to the device (eg. for a Digi One RealPort you would enter 1, for a Digi PortServer TS4 you would enter 4). If the incorrect number is entered here, it is quite likely that you will not be able to communicate with a logger attached to the device.

To fix this problem, uninstall the drivers by right-clicking the listing for Multiport Serial Adaptor in Device Manager and selecting Uninstall. One the uninstall is complete, reinstall the driver ensuring that you specify the correct number of ports.
What if the Digi Setup Wizard cannot save settings to the Digi device? »
When going through the Digi Setup Wizard, if the you get a message stating that it cannot save the settings to the device even though the device is visible in the discovery portion of setup (and also responds to a ping), then it might be a problem with proxy settings on the your internet connection. This might also prevent you from logging in to the device's web interface.

One way to check if you connect to the Internet through a proxy server:
1.In Internet Explorer, go to Tools>Internet Oprtions
2.Click on the Connections tab
3.Click on the LAN Settings button
4.See if there is a check mark in Proxy Server box

If you are using a Proxy Server, you may have to add exceptions for the IPs that the Digi devices are using. Here's how to do that:

1.Click on the Advanced button in the Proxy Server section of the window opened above

2.Enter the IP addresses of the Digi devices in the Exceptions box

3.Click OK on all of the windows until you get back to the browser
Once this is done, try to log into the Digi's web configuration utility (by entering the IP address into a browser).

If you are able to log in (the default username / password is root / dbps), then configuration can be done through this interface as below:

1.Click on the Setup Wizards link

2.Click on the RealPort link

3.Follow the wizard, enabling RealPort and NOT enabling Altpin

4.Click on the Admin link

5.Click on the Reboot link and follow the wizard to reboot

The Digi device is now configured. The RealPort driver has not been installed yet, so do not forget this step. To install the RealPort Driver, perform step 5 on the Digi Setup Page (see Vaisala Veriteq CMS Installation Quick Start Guide). These steps must be repeated for each Digi device.
What if the Digi Setup Wizard does not see my Digi devices? »
The Windows XP firewall will often block IP addresses that it does not recognize. When installing a Digi device, if the Setup Wizard fails to find a device that is known to be attached to the network, it is possible that the firewall of the local computer is blocking access to this IP address. To test if this is the problem, simply disable the firewall by following these steps:

1.Right-click My Network Places and select Properties
2.Right-click Local Area Connection and select Properties
3.On the Advanced tab, click the Windows firewall button
4.Disable the firewall and click OK

Once the firewall has been disabled, try to run the Setup Wizard again. If it discovers your device then the XP firewall was the problem. Complete the rest of the wizard to finish installing your device. The firewall can be re-enabled after the Digi device has been installed.
My changes to thresholds and logger descriptions aren't showing up - why? »
Channel information is updated and refreshed depending on the refresh rate set in viewLinc. Determine the refresh rate viewLinc is using and wait the allotted time.
What if I am having problems trying to transfer Vaisala Veriteq data logger files to a network location? »
You need to ensure that the account that's running viewLinc has write permissions to the folder where you're attempting to transfer the logger files. The account that’s running viewLinc was set during installation. See information on installing viewLinc in the Administrator guide or online help.
How does viewLinc know which Digi devices (with attached loggers) are assigned to it? »
It doesn't. Digi devices aren't 'assigned' to viewLinc; rather, viewLinc monitors the network for loggers attached to COM ports. As mentioned, viewLinc software communicates via COM ports. Installing a Digi device using the Quick Start Guide creates virtual COM ports which are monitored by viewLinc.

To see which COM ports are assigned to specific Digi devices, use Device Manager:

Open Device Manager (From Start, choose Settings, Control Panel, Administrative Tools, Computer Management. Device Manager is on the left hand side).

Once Device Manager is open, click on Ports (COM & LPT) to see which COM ports are connected to which devices. (The Digi Devices should be named Digi xxxxx (where X is the model of the Digi).

For more detail, in Device Manager, under Multiport serial adapters, right-click the device in question. Choose Properties, select the Advanced tab, and click on the properties button. On the left will be a list of the COM ports used for this device.

To see which loggers are being controlled by viewLinc, see the System tab.
How do you add IP addresses for Vaisala Veriteq data loggers? »
You don't. But, you do assign IP addresses to Digi devices. Because viewLinc communicates using COM ports, attaching data loggers to the network using Ethernet/IP addresses requires the use of a Digi networking device.

Digi devices create virtual COM ports that allow data loggers to communicate with viewLinc using Ethernet. Digi devices should be configured with static IP addresses, which should be obtained from your IT department prior to installing the Digis and viewLinc.
IP addresses are assigned to Digi devices during Digi driver installation.

Refer to the Vaisala Veriteq viewLinc Quick Start Guide for Digi devices for installation instructions. For more about Digis, see www.digi.com.
How do I move my Digi from one location to another (same subnet)? »
If you've used a static IP address for your Digi (as recommended) and are moving your Digi to from one location to another within the same subnet, here are the steps to follow:

1. Shut down all Vaisala Veriteq software, if desired. (You may experience communication alarms while performing these steps if you don’t shut down viewLinc).

NOTE: You do NOT need to uninstall the Digi software from the viewLinc Server. In fact, doing so will potentially cause problems when you reattach the Digi to the network.

2. Move the Digi to another location.
3. Plug the Digi into the network again.
4. Restart Veriteq software. viewLinc should be connecting to the Digi and see the loggers.

Vaisala-dataloggereiden usein kysytyt kysymykset

What type of humidity sensor is used on the Vaisala Veriteq 2000 series loggers »
The 2000-series loggers use a thin-film capacitance relative humidity sensor. The sensor is based on a thermoset capacitive polymer and, using a three-layer capacitance construction, consists of parallel plates with porous platinum electrodes, all mounted on a silicon substrate. The electrodes are coated with a dielectric polymer that absorbs, or desorbs, water vapor from the environment with changes in humidity. The resulting change in dielectric constant causes a variance in capacitance and impedance that relates to changes in relative humidity.

In operation, water vapor in the active capacitor's dielectric layer equilibrates with the surrounding gas. The porous platinum layer shields the dielectric response from external influences while the protective polymer over-layer provides mechanical protection for the platinum layer from contaminants such as dirt, dust and oils. A heavy accumulation of dirt or contamination on the sensor will not affect sensor operation except to slow down the sensor's response time.
We already have an automated humidity and temperature control system for our process that can also record data. Why then would I need to use a separate data logging system? »
Properly validating a process requires objective evidence and a common practice in the industry to obtain this evidence is through redundancy. This means that if there is an automation system controlling a process and a logger monitoring the process, independent sensing systems must be used. For example, if one system is controlling the humidity in a room, a completely independent system should be recording it.

Control and recording systems that operate without redundancy can appear to work satisfactorily but may, in fact, be operating well outside of specifications. Redundancy provides an objective double-check of system performance and, additionally, makes it obvious if either the controller or the logger is out of calibration.
Do you provide any assistance to validate this data logger system for our facility? »
Yes. A Validation Protocol Manual and CD for the Vaisala VL-series validation/mapping and data logger system is available. This time-saving package has been designed to help you quickly prove the effective functional performance of the system and to assist in validating the software for use within your facility. The package includes installation qualification (IQ) and operation qualification (OQ) procedures and forms to enable you to record all details needed to demonstrate that the system is working properly. This validation process provides assurance that the system has a high level of integrity and the data is accurate and reliable.
Secure data logger files: What are they and why are they important? »
Secure data logger files are tamper-proof files created using vLog Software from a VL-series Validatable data logger. vLog Software can recognize whether a data logger file has been modified from its original state by referencing an authentication signature which it has embedded in each file. If the file has been modified or tampered with, it is rendered unusable by the program.

Secure files are essential when the data you are recording is very important or has a high liability attached to it. As an example, a pharmaceutical company may stand to lose a substantial amount of money if the storage conditions being recorded for a particular drug product are not within specifications. Since there is a possibility that an unscrupulous operator may attempt to alter the records to save his company money, a secure file provides confidence to all parties, including the regulatory agencies, that the record is authentic and a genuine representation of actual conditions.
What is meant by the terms "validation" and "validatable"? »
Validation is the process of proving that something does what it is supposed to do. It is a very important process in the pharmaceutical industry that is falling under increasing regulation. The FDA's definition is establishing through documented evidence, a high degree of assurance that a specific process will consistently produce a product that meets its predetermined specifications and quality characteristics.

The term "validatable" means capable of being validated. Three issues are essential before equipment can be considered validatable:
1. There must be documented evidence of performance verification available. As an example of this requirement for documented evidence, a NIST-traceable calibration certificate is provided with every Veriteq VL-series data logger.
2. The equipment must match the specific requirements of the application. Each application may involve special accuracy, operating range, performance stability or other requirements that the product must meet.
3. The equipment must be capable of maintaining a validated state throughout the application process. The product or its output cannot be manipulated, changed or tampered with.