Fives Machining Systems is introducing a new remote diagnostics capability that allows machine operators to connect with Fives Cincinnati and Fives Giddings & Lewis experts - via secure CNC screen sharing - to diagnose and overcome many stoppages within minutes. "In 30 to 40 percent of cases, we can solve a customer's problem or point them to the solution, without the delay for on-site service," said Wade Blain, project engineer, Fives Giddings & Lewis. "It significantly increases customer uptime, and if a repair is needed, the diagnostic process allows us to ship the correct parts in advance so the service person can start work immediately on arrival."
Diagnostic Communication System (DCS) is now standard on all new Cincinnati and Giddings & Lewis machine tools and composite system. It is also available as a system upgrade for installed machines with a PC-based HMI on Fanuc, Siemens and Heidenhain controls. The enabling software, TeamViewer, establishes an encrypted, password-protected connection to the customer's CNC over a VPN (virtual private network). A new and unique password is generated by TeamViewer for each session. Legacy CNCs can access the diagnostic service using a connected laptop to run TeamViewer software.
"A major advantage is that we can have several of our factory technicians from different departments simultaneously logged into a customer's machine to ensure we have the right expertise to handle most any problem," said Blain. "We can examine active alarms and operator messages, operator and alarm histories, control parameter settings, PLC programs and the state of devices such as solenoids, switches and encoders. Even without a fault message, we may be able to step the customer through to a solution. We can do audio and video sessions, too, if the customer has a webcam."