Support Services & Repair Information
Repairs and Analysis
Contact OMS Motion Customer Service by e-mail, by fax 1-503- 629-0688, or by phone 1-800-707-8111 to obtain a Returned Material Authorization (RMA) number. Please be prepared to provide the following information: Company Name; Your Name; Address; Phone; Fax; Ship-To Address; Model; Serial Number(s); and purpose for the evaluation and repair. A credit card number or purchase order number will also be necessary.
Frequently Asked Questions
Does OMS Motion have an installation diagram, which shows me the basic requirements of installing an OMS motion controller?
Please contact us to receive full instructions on how to install an OMS motion controller.
Does OMS Motion customize firmware?
Yes, OMS Motion has the ability to customize firmware to meet customers' unique needs. Simply request a quote for a custom product for more specific information.
Does OMS Motion have a firmware fix for the watchdog reset problem?
Yes. The latest OMS Motion MAXv firmware update (ver. 1.45) includes access to an onboard watchdog timeout counter. This counter is used by the EPICS MAXv driver to conclusively determine if a watchdog timeout driven reset has occurred. For more information see: http://www.aps.anl.gov/bcda/synApps/motor/index.html.
Does OMS Motion have a software package to assist in the set-up and tuning of a servo motor?
Yes, OMS Motion has a Servo Motor Tuning Assistant that provides the user with significant graphic information and assists in the set-up and tuning of a servo motor. Please contact OMS Motion Technical Support to receive a copy of the tuning assistant.
Return Material Authorization
May I have a motion controller repaired by OMS Motion?
Yes, OMS Motion has an evaluation and repair process, which makes it easy for you: First, contact OMS Customer Service by e-mail, by fax 1-503- 629-0688, or by phone 1-800-707-8111 to obtain a Returned Material Authorization (RMA) number. Please be prepared to provide the following information: Company Name; Your Name; Address; Phone; Fax; Ship-To Address; Model; Serial Number(s) (Example: PC48-4E, S/N 952); and purpose for the evaluation and repair. A credit card number or purchase order number will also be necessary. OMS' standard process takes up to 20 business days from receipt of the product to evaluate, test, repair (if repairable), and re-test the controller. It is OMS' standard procedure to update the firmware to the latest version unless you specify the original version, which came with the motion controller. Contact OMS Motion Customer Service for fees on our standard evaluation and repair.
Software Support Policy
What is OMS' current Software Support Policy?
A variety of support software is available for OMS motion controllers. This support is limited and designated for specified operating systems. OMS Motion makes every attempt to provide this software free from defect and fully operational with OMS Motion controllers. Any suspected defect in this software should be reported directly to OMS Motion. OMS Motions' motion controllers have been successfully operated on the Windows® and DOS operating systems for several years, however OMS Motion no longer support these legacy operating systems. This is due in part to discontinued support by Microsoft® and hardware vendors. For additional information about support life cycles of Microsoft® products, please contact us.
Why is OMS Motion discontinuing some motion controllers?
OMS Motion has worked to maintain the availability of our mature product lines. Availability of purchased components to build these products is the gating factor. As the manufacturers discontinue these components, OMS Motion takes the opportunity to purchase some as a last-time buy. As the supply of those components is consumed and OMS Motion reaches the end of the supply, the product family is discontinued. In most cases, OMS Motion has designed new controller families to replace the obsolete controller families. Technical Support can help you in determining the correct new product family. OMS Motion continues to maintain component inventory to provide evaluation and repair maintenance for most of the older motion controllers. The procedure for taking advantage of the evaluation and repair capability is covered in the Appendix of the User Manual.
Does OMS Motion have follow-up products for the PC48 family of motion controllers?
Not directly. The PC48 family was discontinued around 2006 though OMS Motion continued to provide service and support for many years following. OMS recommends the PCI bus products (PCIx and MAXk) as replacements. Though the communications interface and I/O connectors are different the command syntax is backwards compatible. Contact OMS Motion Support for more information on switching to another family of controllers.
Are there follow-up products for the PCX and the PC34 families of motion controllers?
The PC46 family is the follow-up product family of motion controllers for the PCX and PC34 families of controllers, however these controllers are all discontinued. The best solution for a follow-in product is the PCI bus controllers (PCIx and MAXk). Contact OMS Motion Sales for assistance in selecting the best controller to replace the discontinued legacy products.
Are there manuals for discontinued products?
Yes, there are hard copy manuals that can be purchased. Electronic versions are not available for discontinued products. Contact Customer Support to purchase a manual.