Remote webcam adds real-time video views to the company’s Remote Service Diagnosis system
Westmont, Illinois — An innovation that puts MAN Roland technicians virtually inside a printer’s press has been developed at the company’s Graphics Center here. Called ServiceVision, the wireless device equips service specialists and a printer’s pressman to better effect repairs via remote control, eliminating the time and expense of an onsite service call.
Currently in operation as an alpha prototype, ServiceVision works in conjunction with MAN Roland’s Remote Service Diagnostic (RSD) system to provide real-time, full-motion views of a press in action. Members of the company’s Rapid Response Team can combine ServiceVision’s live action perspective with real-time RSD data to troubleshoot virtually any component on a press, even if the machine is on the other side of the world.
"ServiceVision is the perfect complement to our Remote Service Diagnostics (RSD) system, which we’ve had on our presses since 1992," says Matt Braun, a member of MAN Roland’s Rapid Response Team. "RSD gave us a way to analyze, monitor and fix the electronic components of a press over a dial-up modem line. Now ServiceVision, lets us see the components of the press in motion. That vastly increases the types of solutions we can apply remotely, which saves time and money for our customers."
ServiceVision combines a number of digital communications technologies, incorporating a digital camera, a video monitor, a wireless transmitter, and a broadband Internet line. When a press requires service, an operator simply points the ServiceVision module at what he believes to be the trouble spot. The video image is transmitted to a receiver attached to computer connected to the Internet, via T1, DSL or other broadband connection. Result: The service technician, located in MAN Roland’s Westmont headquarters, can see what’s causing the glitch so he can plan his repair accordingly.
"We’ll encourage the pressman to stay in touch with the technician via cell phone, while he’s using ServiceVision," Braun notes. "That way the technician can direct him to show us other areas of the press that might
Via the Remote Service Diagnostic module that is included on all digitally controlled MAN Roland presses, the service specialist can monitor all of the press’ vital signs, while he watches the live camera scenes. In most cases, the solution involves instructing the press operator how to make an adjustment or replace a part to get the press up and running.
ServiceVision also plays a role here, allowing the remote technician to observe the repair so he can supervise its proper completion. With ServiceVision and RSD, the press virtually can be put on the MAN Roland technician’s desktop, enabling him to monitor the effects of adjustments and the installation of new parts.
If the work required is beyond the capabilities of the pressman, a MAN Roland technician will be dispatched to the printer’s facility, armed with the information and the proper replacement parts, thanks to the ServiceVision and RSD analysis.
MAN Roland is the only press manufacturer to offer Remote Service Diagnostics as standard equipment on all of its digitally controlled presses. The system is an integral part of the company’s PECOM command and control system.
More than 30 MAN Roland presses are connected to the RSD system in North America. Even before the launch of ServiceVision, MAN Roland technicians have been able to apply over-the-phone solutions to approximately 90% of all service calls on RSD equipped presses.
"RSD lets us see here in Westmont exactly what the press operator sees on the press’ PECOM console, " Braun says. "So we can make adjustments or even download data for analysis by the factory to make sure any problem is solved quickly and without the need for an onsite visit. And now with the launch of ServiceVision, remote diagnosis will be more effective than ever."
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