Post by Charlie Hall on May 29, 2019 14:34:32 GMT
You may remember that about two years ago we had one or two customers contact us regarding an issue where on occasion the screen went into a “block” pattern and could only be cleared by unplugging the power and plugging in again. We spent a lot of time and effort looking into what caused the issue and I have to say it was a tough one to work out! We have had 4 reports in total and we focussed on Keith who was extremely helpful to us.
Firstly his machine was swapped, but he still had the issue. So it was swapped again and this time the unit exhibiting the fault was given to another HCSE user to try. Keith had the same issue with the third machine but the existing HCSE customer never ever saw it on the unit Keith had as a replacement.
Our conclusion was that it was or certainly could be static. We spoke with Keith as well as the screen supplier and we went through a host of experiments. We could never replicate the issue at the factory without giving the unit a huge whack of static straight to the screen; however Keith could make all trials fail.
The conclusion was that with such an issue that was so rarely seen and that we ourselves could not replicate in normal use at all, we needed to think outside of the box! We created a piece of clever software that will restart the screen chip every time the user changes patches. This “solve” works in micro-seconds and the user would have no idea that it was there. However it means that in the rare environment in which the blocking occurs it was solved before it was ever seen.
We are delighted to report that Keith has now been testing this solution for many months and all is well. Thank you to Keith for your assistance in finding the way forward.
Regards, Charlie
Firstly his machine was swapped, but he still had the issue. So it was swapped again and this time the unit exhibiting the fault was given to another HCSE user to try. Keith had the same issue with the third machine but the existing HCSE customer never ever saw it on the unit Keith had as a replacement.
Our conclusion was that it was or certainly could be static. We spoke with Keith as well as the screen supplier and we went through a host of experiments. We could never replicate the issue at the factory without giving the unit a huge whack of static straight to the screen; however Keith could make all trials fail.
The conclusion was that with such an issue that was so rarely seen and that we ourselves could not replicate in normal use at all, we needed to think outside of the box! We created a piece of clever software that will restart the screen chip every time the user changes patches. This “solve” works in micro-seconds and the user would have no idea that it was there. However it means that in the rare environment in which the blocking occurs it was solved before it was ever seen.
We are delighted to report that Keith has now been testing this solution for many months and all is well. Thank you to Keith for your assistance in finding the way forward.
Regards, Charlie
