FAQ

The repair itself typically takes 3-5 working days once we receive the faulty component. International shipping times depend on actual conditions and add to the total time.

Out-of-warranty repairs will incur charges for parts, labor, and actual shipping costs. We offer extended warranty plans to cover future repairs; please contact our support for details.

These consumables are not available locally in XX Country. Please order them through our official channels.

Standard parts are usually in stock and shipped quickly. Parts requiring special customization have a production lead time of approximately 30 working days.

Yes, we provide a parts compatibility guide. Please share your device model for specific recommendations.

Routine system updates are free. Custom feature development requires a separate quote based on project requirements.

Most older devices are compatible with newer sensors! Please provide your device and sensor model for us to confirm.

Multi-user collaboration is not available in the Standalone Edition. The Network Edition supports simultaneous multi-user access with permission management (recommended for teams).

Check: Power indicator light (lens pressure unit).

Green/Red Light ON: Search for Wi-Fi with phone.

Wi-Fi Found: Likely laptop/tablet Wi-Fi module issue.

Wi-Fi Not Found: Likely reel router or Wi-Fi module fault.

Light OFF (No Power): Suspect cable short circuit.

Diagnose:

Test Pins 2 & 6 voltage (Multimeter; Should be 52V DC).

Inspect first 20m cable for damage/kinks.

Causes: Laptop Wi-Fi, Reel Router/Wi-Fi, Cable Short, Loose Port.

Solution:

Repair/replace laptop Wi-Fi.

Return cable reel for repair.

Cable Short Specific: Return reel or request adapter for local rewiring (Orange cable: Blue → Pin 2/Red host; White → Pin 6/Black host).

First Action: Suspect loose connector (even if glued). Push firmly into port.

If Issue Persists: Perform voltage test (Pins 2 & 6) & visual cable check as in Q1.

Check: Ethernet port connection on reel connector.

If Secure: Likely transmitter or transmission module fault. Return for diagnosis.

Verify: Switch set to "AT", retract speed indicator lit.

Causes: Incorrect setting, retraction wheel sensor fault, motor failure.

Solution: Check/adjust settings.

Motor Fault: Return for repair (Costly; Manual retraction often preferred).

Cause: Internal wire fault from repeated bending.

Solution: Return cable reel for repair. Protect bend areas with tape.

Cause: Bevel gear issue.

Solution: Return crawler body for repair.

Diagnose: Remove lifting mechanism. Mount lens directly on crawler body.

Lights Stable? → Lifting mechanism internal contact fault. Return lift for repair.

Lights Still Flickering? → Unstable reel output (cable damage/kink likely). Return reel or request adapter.

Solution: Repair identified component (Lift or Reel).

Cause: Damage from lifting crawler by the tail wire.

Solution: Return crawler body for repair.

Cause: Lifting mechanism failure.

Solution: Return lifting mechanism for repair.

Causes: Seal wear, moisture ingress during inflation, temperature difference.

Solution: Return for baking/anti-fog treatment.

Prevention Tips:

• Clean inflation port before use.

• Avoid extremely humid environments.

• Stop operations if severe water leakage detected.

• Handle gently during install/removal/storage.

Cause: Impact during use.

Solution: If light functions, replacement glass lens can be provided for user installation.

Check:

• Is lens fully installed? Inspect connector pins.

• Is lens contaminated with mud/sand?

• Only vertical OR horizontal rotation faulty?

Causes: Broken pin, contamination, faulty gear/motor.

Solution:

Broken Pin: Return lens & lifting mechanism together.

Contamination: Clean thoroughly with alcohol/brush.

Gear/Motor Fault: Return lens for repair.

Check:

• Lens installation & connector pins.

• Clean connector ports (dirt/corrosion?).

• Update software to latest version.

Solution: If checks fail, return lens for repair.

Cause: Internal lens camera failure.

Solution: Return lens for repair.

Cause: Inverter failure or depleted battery requiring replacement.

Solution: Return unit for repair.

Action: In summer, cool cable reel and laptop before use.

Not Heat-Related? Return entire system for performance optimization.

Check: Probe power ON (green switch light)? Signal box connected? Recent drops/impacts?

Wi-Fi Found: Tablet Wi-Fi module faulty (Seek local repair).

Wi-Fi Not Found: Signal box likely faulty.

Check for ---0XX or SKW78-5G network names.

SKW78-5G indicates reset needed (Request config doc).

Probe Wi-Fi found but not Signal Box: Suspect support rod internal wire fault (common on H4) - Return rod & probe.

Check: Is device (phone/tablet) using 4G? Recent signal box impact?

4G Enabled: Turn OFF 4G, reconnect to Wi-Fi, restart software.

No 4G / Hardware Fault: Likely signal box transmitter or probe core issue. Return both signal box and probe.

Q: Won't Power On (Red light)?

A:  Try new battery. If issue persists, return.

Q: Contact Pins Not Springing Up?

A:  Prevents power, return.

Q: Contact Plate Blackened?

A:  Oxidation/short circuit, return.

Q: Extension/Support Rod Won't Retract?

A:  Internal spring wire twisted, return.

Q: No Laser Distance?

A:  Impact damage, return.

Q: Inaccurate Laser Distance?

A:  Clean dirty glass first. If persists, return.

Q: Wi-Fi Connected but No Image?

A:  Signal box OK? Likely probe core fault, return.

Q: Won't Rotate?

A:  Suspect gear issue (rare), return.

Q: Poor Battery Life (<2 hours)?

A:  Battery aging. Return for renewal. Contact support.

• If only the Front View is black → Lens camera fault.

• If both Front + Rear views are black → Reel video cable fault.

Button fault. Return the MCU for repair/replacement.

Video capture card driver/issue. Reinstall the driver or return the MCU/card.

Check the counter wheel:

• If the wheel is OK → Return the MCU.

• If the wheel is worn → Send replacement wheel.

Check if the wheel spins and verify the software display:

• If no crawler type is shown → Reel fault (Use PipeCCTV V1.0.0.0 emergency mode).

• If crawler type is shown → MCU fault.

• J2 crawler not moving → Likely MCU fault.

• S crawler not moving → Likely crawler fault.

Solutions align with X1-H Probe Issues (Return P1 Periscope). Refer to Section E.4 (Probe Issues) for:

• No or inaccurate laser distance.

• Wi-Fi connected but no image.

• Periscope won’t rotate.

• Poor battery life.

Causes: Component fault, water short circuit, needs upgrade.

Solution: Regional office provides loaner ASAP (within 12hrs).

Cause: LED board aging.

Solution: Request loaner tower ASAP (See Q1).

Cause: Needs upgrade.

Solution: Request loaner tower ASAP (See Q1).

Causes: Broken connector pin, water ingress (NOT waterproof).
Solution: Contact support for loaner lens (next day).

Cause: Worn/damaged seal.
Solution: Contact support for free replacement seals (Specify DN: DN600- = P/N 1.07.0471, DN800+ requires cutting).

Solution: Contact support for free replacement wheel (P/N 1.07.0473) or clip plate (P/N 1.07.0474). Replace promptly to avoid cable damage.

Causes: Transport shock, debris/liquid ingress.
Solution: Contact support for technician/loaner. Backup: Use laptop/tablet/phone with repair software.
Prevention: Keep console area clean; no food/drinks near.

Cause: Tail connector fault from bending.

Solution: Technician onsite repair required.

Cause: Abrasion.

Solution: Technician onsite repair.

Cause: Cable misalignment deforming guide wheel.

Solution: Technician onsite repair.

Blue Cable (2-core): Center wire → Pin 2, Braid → Pin 3.

Orange Cable (4-core): Blue wires → Pin 2, White wires → Pin 3.

Cause: High blower temp (Summer), hot air output.

Solution: Expedite technician for metal duct replacement.

Solution: Contact support or handle locally if possible.

Cause: 12V Battery dead (inactivity >1 month).

Solution: Jump-start or replace battery (Varta recommended). Run monthly for 20 mins.

Cause 1 (Overheat): Side doors closed, ambient temp >45°C.

Solution: Open BOTH side doors before starting. Contact support if persists.

Cause 2: Fuel tank sediment/carbon buildup.

Solution: Contact support/4S shop for cleaning (sediment/filters/tank + oil change). Customer cost if out-of-warranty. Use quality fuel/oil; clean bay monthly.

Cause: Low load (<23KW) causing incomplete combustion.

Solution: Run under high load (>23KW, ~40A/ph) for ~2hrs to burn carbon. Use smaller generator for low power.

Check: Internal fuses (10A, 20A, 60A) & AVR CP circuit protector (See Image: Fuse Location). Tripping occurs if loaded at low RPM/over-voltage.

Solution: Reset tripped breakers/replace blown fuses.

Check: Tripped circuit breakers inside cabinet door (See Image: Breaker Location). Reset (push switches UP).

Cause: Incorrect startup sequence.

Solution:

• Turn UV software fan control to 0, OFF.

• Open cabinet, turn 63A breaker OFF, wait 2-3 secs, turn ON.

• Start Chiller pump. Wait for stability.

• Start UV software fan control, increase gradually.

Correct Sequence: Chiller Pump ON → Host ON → Software Power ON (wait 10s) → Fan ON → Adjust pressure.

Solution: Install latest software version (e.g., UV v3.2.21.0506 for 2-section, UV v3.2.21.0929 for 3-section). Check "Tech Group" for uploads.

Customer Service confirms fault → Commerce Dept arranges loaner swap → Rental inventory lists updated.