Emergency Procedures and Checklist
For emergencies such as system outages or serious service impairments, please call our main support number. You may also email us, although email is not recommended for emergency issues.
Contact Us
1-888-678-4748
support@agaas.com
Please note there is a short delay when calling -- this is due to our call routing service.
Some corporate security measures will not allow you to open your email directly from the above link. Simply copy/paste "support@agaas.com" directly into your email's "To" field.
While waiting for a response, there are several things you can do to speed-up the resolution of your issue, shown in the Checklist below. In many cases, you might resolve the problem quickly and without additional resources.
Contact Us
1-888-678-4748
support@agaas.com
Please note there is a short delay when calling -- this is due to our call routing service.
Some corporate security measures will not allow you to open your email directly from the above link. Simply copy/paste "support@agaas.com" directly into your email's "To" field.
While waiting for a response, there are several things you can do to speed-up the resolution of your issue, shown in the Checklist below. In many cases, you might resolve the problem quickly and without additional resources.
Checklist
1. Define the problem, if not known already. What are all the symptoms?
If you know the actual cause of the problem, jump to step 5.
If you know the actual cause of the problem, jump to step 5.
Determine what is "smoke" and what is "fire".
For example, no power, no dial tone, or a system hang, etc., as obvious and serious as they may be, are still usually just symptoms. Think about what could cause those symptoms.
For example, no power, no dial tone, or a system hang, etc., as obvious and serious as they may be, are still usually just symptoms. Think about what could cause those symptoms.
2. Has this problem EVER happened before?
If so, what was it's cause? Who worked to resolve it? Where would their records of that incident be kept?
If so, what was it's cause? Who worked to resolve it? Where would their records of that incident be kept?
Can you recall this, or a very similar problem, ever happening before?
Although steps may have been implemented to prevent it from happening again, there may be a common cause. What were those steps? Is anyone available who would be familiar with that previous issue? Even if they do not work at that location any longer, where could you reach that person?
Although steps may have been implemented to prevent it from happening again, there may be a common cause. What were those steps? Is anyone available who would be familiar with that previous issue? Even if they do not work at that location any longer, where could you reach that person?
3. What work or activity immediately preceded the problem?
What else might have changed?
What else might have changed?
Even if it is doesn't seem related or make sense to you now, changes of any sort to complex systems can have unusual effects.
Software updates, new equipment, new interfaces, a re-booted system, unannounced testing, trial-runs, etc. are all ideas to consider that may had have unintended results.
If any of your network or system devices are in an external environment, things like weather, temperature or humidity, etc. could affect it. The inside temperature or humidity in controlled environments could also be checked. Other pattern changes to traffic volume, type of data, number of users, etc. could be considered. Finally, a physical blow, static discharge, loud noises such as lightning, very bright lights like camera flashes, power surges, etc. might disrupt certain systems.
Software updates, new equipment, new interfaces, a re-booted system, unannounced testing, trial-runs, etc. are all ideas to consider that may had have unintended results.
If any of your network or system devices are in an external environment, things like weather, temperature or humidity, etc. could affect it. The inside temperature or humidity in controlled environments could also be checked. Other pattern changes to traffic volume, type of data, number of users, etc. could be considered. Finally, a physical blow, static discharge, loud noises such as lightning, very bright lights like camera flashes, power surges, etc. might disrupt certain systems.
4. Can you operate the system or otherwise circumvent your problem with backup, redundant or a standby process already put into place for that purpose?
Is there anyone locally who can help you, even if they are not specialists with your system?
Is there anyone locally who can help you, even if they are not specialists with your system?
It's possible to forget that equipment or parts might have already been set aside for just such an emergency. If you're not sure, is there a local support or overseer that can help you restore service, even if just temporarily or in a non-standard way?
Even though electronic systems vary widely, you may be able to obtain help from someone locally who may not normally specialize in your equipment -- sometimes, this can even be a benefit to troubleshooting.
Even though electronic systems vary widely, you may be able to obtain help from someone locally who may not normally specialize in your equipment -- sometimes, this can even be a benefit to troubleshooting.
5. What parts, tools, documentation, secondary supplies or other assets will you need to solve the problem?
Think not only about the actual bad part or board, but everything that is needed to repair it. This is especially important if travel is necessary. The below list shows many items which are not always necessary, but might help remind you what is needed in your specific situation:
1. Parts, including:
1. Parts, including:
- mother and baby boards, option straps, cables
- PROM's, programming cables, and files to program
- unusual or custom electronic components
- regular/oversize/special screws for stripped threads
- data, RF, or other connectors, adapters, null modems
- bulbs, lamps, fuses, switches, connectors - anything susceptible to dust, moisture, shock, over-voltage, etc.
- filters
- wire: solid, stranded, heavy, light, etc.
- electrical and sealing or mounting tape
- heat-shrink tubing, nylon ties, super glue
- electrical, duct, and labeling tape, etc.
- PROM's, programming cables, and files to program
- unusual or custom electronic components
- regular/oversize/special screws for stripped threads
- data, RF, or other connectors, adapters, null modems
- bulbs, lamps, fuses, switches, connectors - anything susceptible to dust, moisture, shock, over-voltage, etc.
- filters
- wire: solid, stranded, heavy, light, etc.
- electrical and sealing or mounting tape
- heat-shrink tubing, nylon ties, super glue
- electrical, duct, and labeling tape, etc.
2. Tools for card repair and mounting temporary fixtures, such as:
- meters/oscilloscopes/analyzers with required test leads and clips (if necessary, with calibration certificates or decals traceable to NIST/NBS standards, or your nations' metrology standards body)
- IC inserter/remover, PROM programmer, known checksums for suspect IC's
- soldering iron (gas or battery powered if needed), iron tips, solder and flux, de-soldering tool/braid
- international power adapter/plug set
- spudger probes, pointers, screwdrivers, picks, tweezers
- daisy-chain, jumpers, test leads, alligator clips, etc.
- crimpers, strippers (wire or fiber), heat gun
- rotary tools for cutting or drilling, tap/die set, drill bit set
- Exact-o knife
- battery-powered work lights, flash lights
- wire-wrapper with range of bit sizes
- multi-tip screw drivers, wrenches, pliers, side-cutters, saws
- level, tape measure, magnifier, anti-static strap, etc.
- aerosol cleaners/compressed air/butane/cold spray
- permanent marker and cable labels
- digital camera, card-reader/data transfer cable/batteries/charger
- gasoline/diesel/natgas generator, vacuum cleaner
- IC inserter/remover, PROM programmer, known checksums for suspect IC's
- soldering iron (gas or battery powered if needed), iron tips, solder and flux, de-soldering tool/braid
- international power adapter/plug set
- spudger probes, pointers, screwdrivers, picks, tweezers
- daisy-chain, jumpers, test leads, alligator clips, etc.
- crimpers, strippers (wire or fiber), heat gun
- rotary tools for cutting or drilling, tap/die set, drill bit set
- Exact-o knife
- battery-powered work lights, flash lights
- wire-wrapper with range of bit sizes
- multi-tip screw drivers, wrenches, pliers, side-cutters, saws
- level, tape measure, magnifier, anti-static strap, etc.
- aerosol cleaners/compressed air/butane/cold spray
- permanent marker and cable labels
- digital camera, card-reader/data transfer cable/batteries/charger
- gasoline/diesel/natgas generator, vacuum cleaner
3. Documentation:
- schematic diagrams: for the circuit that has stopped working, and
also for it's interfacing, physically adjacent, or dependent circuits.
- theory of operation for above schematics
- component layout and designator diagrams
- component and part descriptions
- functional block, flow chart, and other pictorial diagrams
- current and legacy versions of documents
also for it's interfacing, physically adjacent, or dependent circuits.
- theory of operation for above schematics
- component layout and designator diagrams
- component and part descriptions
- functional block, flow chart, and other pictorial diagrams
- current and legacy versions of documents
4. Secondary Supplies - they may sound strange or simple but can be very helpful, especially if you are in an unusual location:
- fold-up/lap-desk and chair
- clean water
- sunglasses, eye protection
- leather work gloves, kneeling pad, sun hat, waterproof jacket
- mouse pad, USB flash drive, blank CDR/DVD, pen and paper
- batteries, international calling card
- paper towels, garbage bags, anti-bacterial wipes, kleenex, hand cleaner, hand lotion
- aspirin / heartburn medicine!
- clean water
- sunglasses, eye protection
- leather work gloves, kneeling pad, sun hat, waterproof jacket
- mouse pad, USB flash drive, blank CDR/DVD, pen and paper
- batteries, international calling card
- paper towels, garbage bags, anti-bacterial wipes, kleenex, hand cleaner, hand lotion
- aspirin / heartburn medicine!
6. Report, and if needed, escalate the problem.
At least two things can result from this...when you must explain the problem to someone, it is not uncommon to suddenly realize what must be wrong.
The other reason is resources that might not normally be available to you are quickly approved.
The other reason is resources that might not normally be available to you are quickly approved.
7. Take a short break and clear your mind. Humans often become agitated or distressed when troubleshooting.
Focus your composure, think clearly, and try again.
You may not have time to read our Logic Primer now, but taking a short break, bringing-in a new face to the mix, or clearly re-defining the problem to a third-party can often resolve an assumption or gap in knowledge that prevents you from finding the solution.
We do not want to contravene your company's internal policy, but in our experience we have found that a short change of pace or interruption from the task at hand often allows you to come back just a few minutes later with a completely different perspective. If you have tried everything else, you may wish to break your routine for a period of time.
You may not have time to read our Logic Primer now, but taking a short break, bringing-in a new face to the mix, or clearly re-defining the problem to a third-party can often resolve an assumption or gap in knowledge that prevents you from finding the solution.
We do not want to contravene your company's internal policy, but in our experience we have found that a short change of pace or interruption from the task at hand often allows you to come back just a few minutes later with a completely different perspective. If you have tried everything else, you may wish to break your routine for a period of time.