Customer Outreach
PO Box 8338
Saint Joseph, MO 64508

[email protected]
connect.altec.com/login

Phone 1-877-GO ALTEC

This campaign applies to your vehicle. Refer to the provided list.
Dear Altec Owner,
Altec Industries, Inc. has issued a customer satisfaction campaign as described in the included Service Information Letter (SIL). According to our records, you own one or more units this applies to.
Refer to the included letter for the items covered under the Altec Warranty Policy. If you had this repair performed
before you received this letter, you may be eligible to receive reimbursement for the cost of obtaining a pre-notification remedy of the problem associated with this letter.
Compare your unit’s identifying information with the provided list to verify your unit is affected. You may also
contact Altec or view your fleet through Altec Connect to determine if there are any other outstanding notices.
If you have sold or retired the unit, update the records through Altec Connect. If you have leased this equipment
to another person or company, you are required by Federal Law to forward a copy of this notice to the lessee by
first class mail within ten (10) days of the receipt of this notice.
We regret this inconvenience; however, we are taking this action in the interest of your safety and continued satisfaction with Altec products.
Thank you for your immediate attention on this important matter.

Service Information Letter

SIL- 3132-A

Troubleshooting Telematics System
Units Affected: Certain Altec units equipped with an AXIS telematics control unit (TCU) built from June
2018 to present. Verify your unit is affected by reviewing the attached list or accessing Altec Connect.
Background: Altec has learned that the affected units could have a telematics system that is not operating
properly. Customers paying for digital complements such as JEMS Connect or E-Series Derricks Insights
may not be receiving data.
Customer Action: Complete the Inspection Procedure beginning on page 2 of this document within 90
days from receipt of this notice, or contact Altec to complete this work. Warranty for this repair expires
May 15, 2025.
Subsequent damage due to failure to perform the required action(s) in the time period allowed will not be
covered by warranty.
Requirements: The inspection is estimated to take 30 minutes and one person to complete. The repair,
if required, is estimated to take 4 hours and one person to complete. This work will require calling Altec
Technical Support to validate the TCU is sending data.
Completion and Warranty: The inspection and repair are covered under the Altec Warranty Policy
until May 15, 2025, and can be performed by Altec, the customer, or the customer’s warranty provider.
Altec will perform the work for free at an Altec facility. If the customer or the customer’s warranty provider performs the work, a warranty claim must be submitted to be reimbursed for the cost of the parts and/
or labor. Altec will allow up to $45 for the labor to perform the inspection and up to $360 for the labor to
perform the repair. Customers are responsible for the travel costs of an Altec Mobile Service technician if
the technician performs the work at the owner’s location.
Altec Contact Info: Altec Connect: connect.altec.com/login
Phone: 1-877-GO ALTEC (1-877-462-5832) | Options: 1 - Parts; 2 - Shop Service; 3 - Mobile Service;
4 - Technical Support; 5 - Global Rental Service Request; 6 - Chassis Repair

Inspection labor
Repair labor
Account #
Travel
NHTSA code
Prime fail P/N
Kit instructions

Page 1 of 8

Altec Use Only
1.0 hr (Service) 0.5 hr (Other)
4.5 hr (Service) 4.0 hr (Other)
010.XXXX.43156.000.9358.000
Not included
90
NA
074900914

Description
T17 harness kit
18-pin connector

Altec Use Only
Part No.
991707697
970586683

Qty
1
1

Warranty
Yes
Yes

Released: May 15, 2024

SIL-3132-A
Inspection Procedure: Normal mechanic’s hand tools and a multimeter are required for this inspection. Read and understand all steps of the instructions before beginning the procedure. The chart on page
7 can help you track your inspection results.
This procedure will lead you through several connectors that could require replacement. All possible replacement parts are available by ordering the T17 harness kit, part number 991707697. If needed, you can also
order the 18-pin connector, part number 970586683. You could also obtain these parts through your local
supplier.
1. Position the unit on a level surface, apply the parking brake, and turn off the engine. Remove the key
from the ignition, and secure it following your employer’s vehicle lockout/tagout procedure. Chock
the wheels.
2. Locate the AXIS TCU (refer to Figure 1).
• For most units, this is inside the cab behind the seats.
• On units without a cab, it is installed on the vehicle body.
• On JEMS units, the TCU is installed with the JEMS bracket. Do not uncover the JEMS bracket.

Figure 1 — AXIS TCU
3. Complete a visual inspection of the AXIS TCU wiring (refer to Figure 2). JEMS units only have one
section of wiring while non-JEMS units have three sections.
• For JEMS units, proceed to step 9.
• For non-JEMS units, proceed to step 4.

CAN Harness

Cab Wall
Passthrough

TCU Harness
(In cab)

Figure 2 — Non-JEMS Wiring
Page 2 of 8

SIL-3132-A
4. On non-JEMS units, make sure the TCU harness AXIS CAN 2 is connected to the Cab Wall Passthrough
plug. Correct the wiring if it is not.
• If the harness is missing any connectors, order the T17 harness kit, part number 991707697. Do not
complete the rest of this procedure until parts are received.
• If the harness has all connectors and they are connected properly or you connected them as part of this
step, proceed to step 5.

Figure 3 — Non-JEMS Wiring Schematic
5. Inspect the Cab Wall Passthrough harness (refer to Figure 4).
6. Verify all wiring is consistent: green to green, yellow to yellow, etc.
Correct any wiring inconsistencies.
7. Inspect the Unit CAN interface that runs from the cab wall to the
pedestal. On crane models, this wiring runs to the subbase right
behind the cab instead of the pedestal. Make sure all the below
connections are in place. If not, correct the wiring. If missing connectors, order the T17 harness kit, part number 991707697. Do not
CAN Bus
complete the rest of this procedure until parts are received.
• Visually verify the Unit Interface CAN harness connects the TCU
to the Unit Control Systems.
• Verify the Unit Interface CAN harness connector in the pedesFigure 4 —
tal is labeled AXIS CAN 2. On derrick models, this is a 3-pin
Cab Wall Passthrough
DTM plug. On all other model types, this is a 2-pin DTM plug.
On crane models, this will be in the subbase and could be labeled Worldview Con (refer to Figure 5).
• Verify the Control Systems connector is labeled CAN 2. This is a 2-pin connector for all unit types
except derricks; derricks have a 3-pin connector.
Page 3 of 8

SIL-3132-A

2-Pin

3-Pin

Figure 5 — Unit Interface CAN Harness Connector
8. Verify the CAN bus resistors are present.
a. Locate the two CAN bus resistors on the in-cab TCU harness labeled AXIS CAN 1 Resistor and
AXIS CAN 2 resistor.
b. Unplug the resistor.
c. Using the multimeter, check the resistance. On a derrick, the CAN resistor is in a 3-pin Deutsch plug
between pins A and B. On all other model types, the CAN resistor is in a 2-pin Deutsch plug between
pins A and B
• If the resistance is 110 to 130 ohms, proceed to step 10.
• If the resistance is below 110 ohms or above 130 ohms, order the T17 harness kit, part number
991707697. Do not complete the rest of this procedure.
9. On JEMS units, make sure the TCU harness AXIS CAN 1 is connected to the CAN 1 plug on the JEMS
harness inside the cab. Correct the wiring if it is not.

Figure 6 — JEMS Wiring Schematic

Page 4 of 8

SIL-3132-A
10. Verify there are no apparent issues such as unplugged connectors, missing resistors, or swapped CAN
wires. Correct the connections if you can. If parts are missing, order the T17 harness kit, part number
991707697, or obtain the missing parts locally.
11. At the AXIS hub, inspect the harness.
a. Disconnect the harness.
b. Examine the connector interior to ensure the pins are correctly seated and undamaged.
• If damaged, order the 18-pin connector. Do not complete the rest of this procedure until that part
is received.
• If undamaged, reconnect the harness and make sure the connection is fully seated.
12. If you have corrected the wiring and/or connections, proceed to step 17. If you have not made any corrections yet, continue to the next step.
13. Check the resistance at the service port on the AXIS hub CAN 2,
which is pin H (CAN high) and pin J (CAN low). Refer to Figure
7 for pin locations.
• 0 Ω - resistance is a short circuit.
a. Inspect the CAN bus for any visible signs of a short
circuit (damaged insulation, exposed wiring).
b. Make sure there is no direct connection between the CAN
high and CAN low lines.
H
c. Correct the connections and check the resistance again.
J
• If the resistance is not 50 to 70 Ω, contact Altec Technical Support for additional troubleshooting.
• If the resistance is 50 to 70 Ω, go to the next bullet.
• 50 to 70 Ω - resistance is correct.
Figure 7 — CAN 2
a. Verify all wiring is consistent: CAN low (green to green),
CAN high (yellow to yellow).
b. Proceed to step 17.
• 110 to 130 Ω+ - resistance is incorrect.
a. Look for a loose missing resistor on the CAN bus. Each CAN bus will have two terminating
resistors, one at each end of the bus.
b. Correct the connections and check the resistance again.
c. Still 110 to 130 Ω, proceed to step 14.
• 140 Ω+
• Proceed to step 14.
14. Check the resistance on the wires below between the service port and AXIS hub connector. Correct resistance is 0 Ω to 10 Ω.
a. Yellow CAN high wire
b. Green CAN low wire

Page 5 of 8

SIL-3132-A
15. If the resistance is not 0 Ω to 10 Ω on either wire, there is no continuity. Verify the wires and connectors
are fully seated and check again.
a. If the resistance is correct on both wires, check the connections below (refer to Figures 3 and 5).
i. Service port to AXIS 18-pin connector
ii. Service port to AXIS CAN 2 plug
iii. Service port to Cab Wall Passthrough plug
16. If the resistance is not 0 Ω to 10 Ω on each connection above, there is no continuity. Verify the wires and
connectors are fully seated and check again. If the resistance is correct in all cases, proceed to the next
step. If the resistance is not correct, contact Altec Technical Support for additional troubleshooting.
17. Contact Altec Technical Support to verify the TCU is sending data. Call 1-877-4625832, option 4. You will need the unit’s Final Assembly Serial Number (found at the
street side tail shelf or curb side front compartment door on the body and includes all
numbers formatted as XXX-XXXXXXXX). Altec Service can access the validation
website by scanning the QR code.
• Technical Support will advise you to advance to step 18 if the TCU is validated
correctly.
• If it does not validate, they will suggest additional troubleshooting.
18. Unit has validated successfully.
a. Put the unit back into service.
b. Complete the Inspection Sheet at the end of this notice, and return it to Altec.
c. If the inspection was performed by Altec, mark this notice as complete on the Service Request.

Page 6 of 8

SIL-3132-A

General Inspection Checks
Unit Type
Description
Non-JEMS TCU harness AXIS CAN 2 connected to the
Cab Wall Passthrough
Non-JEMS Cab Wall Passthrough harness - connectors
and wires in place
Non-JEMS Wiring consistency
Non-JEMS Unit Interface CAN harness allows the TCU
to connect to the Unit Control Systems
Non-JEMS Unit Interface CAN harness connector in the
pedestal is labeled AXIS CAN 2 or Worldview Con
Non-JEMS Control Systems connector is labeled CAN 2
Non-JEMS CAN bus resistors are present and connected
JEMS
TCU harness AXIS CAN 1 is connected to
the CAN 1 plug on the JEMS harness inside
the cab
All
No apparent issues or unplugged connectors
All
AXIS hub harness

Inspected

Requires Replacement
Yes

|

No

Yes

|

No

Yes

|

No

Yes

|

No

Yes

|

No

Yes
Yes

|
|

No
No

Yes

|

No

Yes
Yes

|
|

No
No

Resistance Checks
Unit Type Description
All
Resistance at the service port on the AXIS hub
All
Wires below between the service port and
AXIS hub connector
All
Service port to AXIS 18-pin connector
All
Service port to AXIS CAN 2 plug
All
Service port to Cab Wall Passthrough plug

Page 7 of 8

Reading Ω

Reading in Range
Yes
|
No
Yes

|

No

Yes
Yes
Yes

|
|
|

No
No
No

SIL-3132-A

Inspection Sheet

Complete this form and submit it to Altec to document inspection completion.
Choose one of these options for submission.
•
Scan the Product Safety QR code and complete the form.
•
Complete, scan, and email this page to [email protected]
•
Online through the customer portal – Altec Connect*
•
Complete and return the included postcard.
*If the customer or the customer’s warranty provider performs the repair, submit
a warranty claim through Altec Connect to be reimbursed for the cost of the parts
and/or labor.

Model

Altec Unit Serial Number

Product Safety

Altec Connect

Date Inspected

Company Name: _______________________________________________

Phone____________________________

Service Company Name:_________________________________________

Phone:___________________________

Company Contact: _________________________________________________________________________________
Company Mailing Address:___________________________________________________________________________
City: _______________________________________________State/Province:_________________________________
ZIP/Mailing Code:___________________________________Country:________________________________________
Signature:__________________________________________

Submission of this form does not order parts or schedule service from Altec.
Contact Altec for more information or to schedule the work to be done by Altec.
Make copies of this form for additional units if needed.

Page 8 of 8