6/4/24, 11:41 AM 6923 “Loss of Communication to Gateway” Received in PowerCommand Cloud
¢ | Technical Service Bulletin
Technical Service Bulletin: TSB240098 Released Date: 08-May-2024
6923 “Loss of Communication to Gateway” Received in PowerCommand Cloud
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6923 “Loss of Communication to Gateway
Received in PowerCommand Cloud
Warranty Statement
The information in this document has no effect on present warranty coverage or repair practices,
nor does it authorize TRP or Campaign actions.
Contents
Product Affected
¢ Acumen — TOOSFA
¢ Acumen - TOOSFB
Issue Summary
¢ In PowerCommand Cloud the Event 6923 has populated in ‘Events’ tab.
¢ The gateway is showing an ‘Offline’ status in PowerCommand Cloud when the gatewat was
previously showing as having an ‘Online’ status. Refer to Figure 1.
¢ PowerCommand Cloud site status is Offline.
* The gateway has recently not sent correct events or email notifications when there has been
known events or errors.
¢ The list of gateways in Table 1 were recently showing an incorrect status in PowerCommand
Cloud. There was a correction to reflect the proper status of the gateway.
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6/4/24, 11:41 AM 6923 “Loss of Communication to Gateway” Received in PowerCommand Cloud
! i eh 1
oS na : =
ame |[ tee Ome | aoe || em
17102186
Figure 1, Offline Status
Verification
See Table 1 for potentially affected Acumen serial numbers.
Table 1, Potential Affected Serial Numbers
016021005994049 016021005804016 016021005659527 016021004468441
016021004067359 016021005844137 016021005995533 016021005446107
016021005835408 016021005382542 016021002138012 350559585035927
016021005807274 016021005444284 016021005807746 016021005836307
016021005813884 016021005443963 8292ED231209980E 016021005442619
016021004622112 016021005446586 016021005803943 016021004472815
016021005821549 016021005846876 016021005823818 016021005800683
016021005995608 350559584766647 016021002137899 016021004472823
016021006107336 016021004401855 016021005792930 016021004065148
016021005793243 016021005446438 016021005836323 016021005807241
016021005383102 016021004378434 016021005369317 016021005993686
016021005835036 016021005813454 016021005836067 016021005807225
016021005814122 016021006107070 350559581773158 016021005444003
016021005801517 016021003724281 016021005835754 016021004469829
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6/4/24, 11:41 AM 6923 “Loss of Communication to Gateway” Received in PowerCommand Cloud
Table 1, Potential Affected Serial Numbers
es
Resolution
Troubleshooting Steps:

1. Contact Cummins CARE Level 3 before going to site. Let them know that you will be going to
a site for a gateway impacted by TSBXXXXXX so they can log a Service Request (SR).
Document the site name and gateway serial number.

2. Once you arrive on site, connect to the Acumen, and access the User Interface (Ul) .

3. Under Setup menu, click ‘Log Settings’ (1). Refer to Figure 2.

4. Make sure ‘Enable’ radio button (2) is selected and both ‘Information’ and ‘Error’ boxes are
checked (3). Refer to Figure 2.

5. Click ‘Network’ (1) under the Settings bar. Refer to Figure 3.

6. Navigate through each internet connection type (Ethernet Settings, Wi-Fi Settings, Cellular
Settings) and document which types have the ‘Enable’ (2) radio button selected. Refer to
Figure 3.

7. Document if the gateway is connected to the internet by checking the status icons on the top
of the UI (3). Refer to Figure 3.

8. Click ‘Signal Strength’ (4) and document how many bars are shown. Refer to Figure 3.

9. Reboot the gateway.

10. Repeat Steps 4 through 8.
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6/4/24, 11:41 AM 6923 “Loss of Communication to Gateway” Received in PowerCommand Cloud
11. Call 1-800-CUMMINS (1-800-286-6467) and get escalated to Level 3. Log the documented
findings in the open SR for the site you are troubleshooting.
Settings TL Log Settings
Network v Zea Bue &
Modbus Settings Logs? : . [2]
Asset Configuration ee
Telemetry Setngs erie
Jser Profile Settings re *! 300
System Settings
GPS Settings
Log Settings [2] >
17102187
Figure 2, Log Settings
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6/4/24, 11:41 AM 6923 “Loss of Communication to Gateway” Received in PowerCommand Cloud
etl oJ a
Settings i Caltular Settings \IZ
Neto [2] a Saw « Ah Sopa gt fs] 7 .
erat Settings © eens
WF Setimgs a
Cota Settings > . 7
Modus Settings eee
Asset Configuration 1
Telemy Setngs
17102188
Figure 3, Cellular Settings
Document History
| 2024-4-30 Module Created |
Last Modified: 08-May-2024
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