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View Full Version : Thanks to Tech Support



richards
06-25-2009, 03:39 PM
Yesterday I had the first major problem since I bought my PRT-Alpha in July 2004. The piggy-back controller that plugs into the main controller board finally failed. Because I was running a huge file (almost 40,000 lines), I assumed that I had encountered a memory problem, so I upgraded from 1G to 2G of memory. No joy.

Next, I re-grounded the entire machine (error message related to no-data communications). Still no joy.

Finally, long after Shopbot had closed for the day, I called and left a message. Because I assumed that I would be on my own until this morning, I decided to remove the original piggy-back controller and install a V201. That fixed the data communications problem, by I only had movement on the Y-Axis. Meanwhile, Frank called and walked me through the possibilities. I didn't check the clock, but it must have been close to midnight at Shopbot headquarters.

At 4:00 a.m. I got up and connected my oscilloscope to the controller and started looking at signals. Pulses were going into the Allegro chip, but on two axes, no pulses were coming out. I still couldn't see the obvious problem. Because the Y-axis had Active High pulses and the other two axes had Active Low pulses, I decided that the problem was caused by the polarity of the signals and decided that it was time to graft in a logic chip (or two) to make the pulses all active low (to interface better with the Alpha stepper drivers) and to bypass the Allegro chip. Before cutting traces, I decided to call Frank one more time to verify that the pulse polarity was correct. He asked me whether I had tried running the X and Z axes from the A and B ports. That solution hadn't even crossed my mind. I soldered in the necessary connection so that I could move the X-axis and within a few minutes, all axes were moving.

Frank saved the day and from the tone of his voice, he did it with a smile.

Many thanks, Frank. I owe you one.

(By the way, the machine seems to run much smoother with the V201 controller card.)

wberminio
06-25-2009, 05:59 PM
I'm totally with you,Mike!

Frank and all the others at Tech support have saved me many times over with their knowledge and patience.
They are truly the best in ever sense.

Erminio

phd1658
06-25-2009, 08:14 PM
I'll ditto that. As a new botter, Tech Support has been absolutely great at helping me get up and running....as have many of the guys on this forum. I decided on Shopbot because of what I perceived to be great tech support and this forum. I was right! BTW, just got a call from my Son. He is in Bangor, Maine after a year deployment in Afghanistan. Won a bronze star with a "V". I'm proud, but not as much as I am happy right now!

Bill Munroe

scottbot
06-25-2009, 09:58 PM
Frank was outstanding when I was having trouble getting my new Bot going about a year ago.

He was very patient and walked me through many problems before we finally got it running reliably.

He gets high marks from me.

Scott

rcnewcomb
06-25-2009, 11:47 PM
quote:Because I was running a huge file (almost 40,000 lines)
Mike, you've got to do more 3D work, then you'd consider a 40K line file small. <grin>

I agree, the few times that we have needed Shopbot Tech Support they were there for us.

bcammack
06-26-2009, 08:28 AM
The Tech Support is undersold as a reason to own a ShopBot. I've done tech support before and it's not so tough when you are supporting something that only does one thing, like toast bread or make coffee, but when you're supporting something like a CNC mill/router or (in my case, an application development system) that can be used to do darned near anything, you really, really have to know your stuff and have some passion for your work.

I will say that, after reading your inital post, I'm wrestling with pangs of jealousy that you own an oscilloscope...

coolhammerman
06-26-2009, 09:00 AM
My mentor owns 4 Bots, 2 alphas and 2 prt's. When I asked him why I should consider a ShopBot over some other brand, his answer was very short. Best tech support on the planet when you need it, and this forum.

I second that!
Ronco

pappybaynes
06-26-2009, 12:28 PM
I will only add to the already glowing report for our tech support...I cannot believe the patience they have had with my learning everything...they have NEVER made me feel foolish. Bill, Kudos to you and your son...our son is back at Ft Lewis from Irag and his wife is due home next month. Thank him for us!
Dick