RECREATIONAL VEHICLE CUSTOMER SATISFACTION
June 3, 2022

Customer Satisfaction Campaign:

22-425

CUSTOMER SATISFACTION CAMPAIGN
«Owner_name»
ATTN: SERVICE MANAGER
«Street»
«Street_2»
«City», «State» «Zip»
«Country»
Dear «Owner_name»:
Keystone is conducting a Customer Satisfaction Campaign for certain 2021 - 2022 Cougar Travel Trailers and Fifth
Wheels. With some models and features, the Display Commander (LCD screen) for the In-Command system, may exhibit
erratic readings on HVAC and/or lose communication with components. This is caused because Keystone may not have
installed an End of Line (EOL) Resistor in the “Gateway” located in the Roof A/C. This resistor is installed in the last
component in the line of components that communicate with the In-Command system.
If the unit is not exhibiting any of these symptoms, no action is needed. Retail owners received a similar mailing with the
resistor included.

Why are you
receiving this
notice?

Symptoms that the Cougar EOL resistor may not be installed and further action is needed:
•
-F° temperature readings on LCD display.
•
Freezing or lagging functions on the LCD display.
•
No communication with components linked to LCD display.
A reset of the In-Command system may provide temporary relief, but some or all of these
symptoms may return until the EOL resistor is properly installed.

Our records indicate the following unit serial number(s) are presently in your inventory or have been sold may exhibit
these symptoms:
«VIN1» «VIN2» «VIN3» «VIN4» «VIN5»
«VIN6» «VIN7» «VIN8» «VIN9» «VIN10»
«VIN11» «VIN12» «VIN13» «VIN14» «VIN15»
«VIN16» «VIN17» «VIN18» «VIN19» «VIN20»
«VIN21» «VIN22» «VIN23» «VIN24» «VIN25»
«VIN26» «VIN27» «VIN28» «VIN29» «VIN30»
«VIN31» «VIN32» «VIN33» «VIN34» «VIN35»
«VIN36» «VIN37» «VIN38» «VIN39» «VIN40»
«VIN41» «VIN42» «VIN43» «VIN44» «VIN45»
«VIN46» «VIN47» «VIN48» «VIN49» «VIN50»
«VIN51» «VIN52» «VIN53» «VIN54» «VIN55»
«VIN56» «VIN57» «VIN58» «VIN59» «VIN60»
«VIN61» «VIN62» «VIN63» «VIN64» «VIN65»
«VIN66» «VIN67» «VIN68» «VIN69» «VIN70»
«VIN71» «VIN72» «VIN73» «VIN74» «VIN75»
«VIN76» «VIN77» «VIN78» «VIN79» «VIN80»

-- Serial numbers with ‘*’ have been retail sold -Thank you for your attention and cooperation in this matter.
Sincerely,
KEYSTONE RV COMPANY

Remedy Overview
The remedy is to turn off the Roof Air Conditioner(s) (A/C), remove the return air grill, locate the Gateway and inspect for the
End of Line (EOL) Resistor. The Gateway is a device that allows components to communicate with the In-Command system in
PO Box 2000 Goshen, IN 46527-2000
Phone: (574) 535-2100 – Fax: (574) 535-2199
www.keystonerv.com

order to operate. The resistor must be installed in the last component in the system so In-Command knows there are no other
components in the line. Without the EOL resistor, In-Command will continue to search for the last component which leads to
intermittent operation and the errors previously described.
Figure 1-Shows a Gateway, the communication cable from In-Command system and the EOL resistor as it should be for proper
operation.
We have identified 3 possible scenarios:
1. System with one Roof A/C. Turn off the A/C, remove the return air grill, and locate the Gateway (See Figure 2). If there
is an open port as seen in Figure 2 & 3, corrective action is needed. Upon completion, the wiring should be as seen in
Figure 1.
2. System with two Roof A/C’s. Turn off the A/C’s, remove the return air grill, and locate the Gateway’s. The EOL will
need to be installed on the 2nd A/C’s Gateway. The first A/C Gateway (typically the middle of the unit) will have two
communication cables plugged in (See Figure 4). One cable from In-Command to the 1st A/C, one cable from the 1st A/C
to the 2nd A/C. The second A/C Gateway should look like Figure 1, if not, take corrective action.
3. System with one Roof A/C and Pre-Wired for 2nd A/C. If Pre-Wired for 2Nd A/C, the 1st A/C Gateway may have two
communication cables plugged in, See figure 4. One cable from In-Command to the 1st A/C, one cable from the 1st A/C to
the 2nd A/C. The 2nd A/C communication cable will need to be unplugged and the EOL Resistor will need to be plugged in
to that port. See Figure 1. The 2nd communication cable can be left protected and unplugged. To determine which
communication cable is “live” unplug one cable at a time and operate the A/C functions at the In-Command panel.
4. Note: When a 2nd A/C is installed later, unplug the EOL resistor from the 1st Roof A/C Gateway, reinstall the 2nd A/C
communication cable. Install the Pre-wired Communication cable and the EOL resistor into the 2nd A/C Gateway as seen
in Figure 1.

PO Box 2000 Goshen, IN 46527-2000
Phone: (574) 535-2100 – Fax: (574) 535-2199
www.keystonerv.com

Parts Required: 1 – KRV # 599204 - Monitor Panel - RV-C Terminated Resistor - In-Command (This part may be ordered in
bulk without a VIN)
WARRANTY REIMBURSEMENT
REPAIR
Submit the claim to repair on Key Express using Flat Rate Code # 7301542K
In the Complaint section note:
CSC-220420 22-425
In the Cause section note:
CSC-220420 22-425
In the Correction section note:
Installed resistor
The amount of time authorized for this repair is .3 hour.
INSPECTION
Not eligible - Only units exhibiting symptoms should be repaired.

PO Box 2000 Goshen, IN 46527-2000
Phone: (574) 535-2100 – Fax: (574) 535-2199
www.keystonerv.com