Service

Home
Service
Company SmartFactory Product Service IR
FAQ
Service Center Download Technical Support FAQ
Smart HMI
Smart HMI Smart SCADA Smart DEVICE Smart Factory Solution
We will do our best to satisfy our customers.
Service Center Download Technical Support FAQ
FAQ
Smart HMI
Q.
[Product Troubleshooting Method] When Water Enters the Product
Product
A.
1. If water enters the product, immediately disconnect the power to prevent rust, dry the area where water has entered with a dryer, etc., and then turn on the power.

2. If salt water enters, wash only the PCB ASS’Y (excluding the LCD and touch sensor) with clean water, dry it with a dryer, etc., and then turn on the power.
is the problem solved? View More
Q.
[Product Troubleshooting Method] When Cutting Oil or Similar Substances Enter the Product
Product
A.
When using the product in environments where cutting oil or similar substances are present, oil may enter between the glass and film of the touch sensor, causing the touch to not work.

If this problem occurs, you need to replace the touch ASS’Y (touch sensor + front sheet + front case).
is the problem solved? View More
Q.
[R Product Troubleshooting Guide] Power Not Turning On
Product
A.

1. PWR LED Lamp ON
  If only the PWR lamp is lit, the device is receiving power but is not booting up properly.

  In this case, refer to the instructions for creating a recovery disk with an SD card and attempt recovery using the prepared SD card.

  If the issue persists after recovery, contact the customer support center for A/S service.
 
 
2. PWR Lamp Not Responding (OFF)
  If there is no response from the PWR lamp, check whether the input voltage is being supplied correctly.

  Use a tester to check the input voltage at the product's power terminal.

  If power is being supplied normally but the device still does not turn on and the PWR lamp remains unresponsive, contact the customer support center for A/S service.
 
 
Note: How to Enter the System Main Menu
  While applying pressure to the top case, pull down toward the screen to reveal the [Top Menu].

  Press the first [Exit] button to enter the main menu screen.
is the problem solved? View More
Q.
[XTOP] How to Set the Time (Clock Tag)
Product
A.
1. Main Unit Menu Screen (Settings Screen)

After entering the menu screen, the time (year, month, day, hour, minute, second) is displayed at the bottom right of the screen. You can touch this time display to set it to your desired time.
 

2. Setting the Time from the Operation Screen Using XDesignerPlus

You can register key display tags in XDesignerPlus to set the time from the operation screen.

Register six key display tags and set each address to the special addresses: _RTC_YER (year), _RTC_MTH (month), RTC_DAY (day), RTC_HUR (hour), RTC_MIN (minute), and RTC_SEC (second).

The time data is in BCD (Binary Coded Decimal) format, so be sure to set the data type to BCD. After transferring and running this on XTOP, you can set the time from the operation screen.
is the problem solved? View More
Q.
[R Product] The operation stops on a specific screen.
Product
A.
While checking the project (drawing) file can help determine the exact issue, this problem is usually caused by the presence of an address on that specific screen that cannot communicate with the PLC, resulting in a communication error only on that screen.
 
Even a single invalid or non-communicable address on a screen can cause a communication error and halt operation.
 
Most software checks for address errors during the build process, but in some cases, incorrect addresses may remain in the project and be transferred. You need to correct the invalid address in the project file and resend it.
 
In TOP Design Studio (the software), use the [Tools] - [Address/Object Search] menu to search all PLC addresses on the relevant screen and check for any invalid addresses.
 
Run the [Address Validation] function from the menu screen to verify that all PLC addresses in the project file are valid and can actually communicate with the PLC.
 
is the problem solved? View More
Q.
Time Out Error Occurs During Communication Diagnosis
Communication
A.
The [Control Panel] - [PLC] - [Diagnostic] feature in the TOP device checks whether the HMI is properly communicating with the connected controller (PLC).
When communication is successful, a message such as "OK" or "Normal" will appear.
If communication fails, the message "Time Out Error!" will be displayed.
 
A "Time Out Error!" indicates that communication with the PLC (controller) has failed.
 
To resolve this issue, refer to the PLC’s communication manual and carefully check the cable connection and communication settings.
You can download communication manuals from our website under [Download] - [Manual/Design] - [Communication Files],
or access them directly by clicking the [Comm Manual] button located on the right side after selecting the PLC's Alias Name in the [Property] - [Device Setting] section in the TOP Design Studio software.
 
Troubleshooting Steps:
1. Verify the PLC selection in the project settings

- Make sure the correct PLC device is selected in the TOP Design Studio software’s [Project Option].
- You can also confirm this via the [Control Panel] - [PLC] menu screen on the TOP device. If the wrong PLC is selected, correct it and re-download the project file to the HMI.
 
2. Check the communication cable connection
- Ensure the cable between the TOP and PLC is connected to the correct port and that the wiring is accurate.
 
3. Confirm communication settings on both devices
- Check that the communication settings on the PLC and TOP match and are configured correctly.
 
Thank you.
is the problem solved? View More
Q.
[XTOP] Screen Freezes on a Specific Page
Communication
A.
While checking the project (design) file is the most accurate way to identify the issue, this kind of problem is typically caused by the presence of invalid PLC addresses on a specific screen.

If a screen contains even one invalid or non-communicable address, a communication error may occur, causing the screen to freeze.
 
Although most software detects address errors during the build process, incorrect addresses can sometimes remain in the project and be downloaded to the device.
In such cases, you must correct the invalid addresses in the project file and re-download it to the device.
 
In XDesignerPlus, you can go to [Tool] - [Cross Reference] to review all used addresses. Identify and remove any invalid ones.
 
 
Note: In TOP Design Studio, you can use the [Cross Reference] feature from the menu. This function communicates with the actual PLC to verify every address in the project, helping to identify any that are not accessible.
After removing the invalid addresses, re-download the project to the device.
Also, TOP panel also provides an [Address Checker] function, which communicates with the PLC to scan all addresses used in the project.
If even a single invalid or non-communicable address is found, a communication error may occur. Addresses listed in the [Invalid Address List] must be corrected in the project or checked directly on the PLC to ensure proper communication.
is the problem solved? View More
Q.
Product Quotation and Purchase Inquiries
Product
A.
Our head office does not sell products directly.
Products can be purchased through our authorized distributors, and quotations are also available from them.
 
All products are offered at the same standard price.
For assistance, please contact us at +82-31-465-3366 (extension 0202).
We will guide you to the nearest distributor from your area to ensure prompt service.
is the problem solved? View More
Q.
How to Change the Menu Language to English
Product
A.
The menu (Setup screen) supports both Korean and English.
 
1. XTOP Models
On the menu screen, tap the [가] button at the bottom right corner.
It will switch to [A], and the menu will display in English.
To switch back to Korean, tap [A] again to return to [가].
 
2. TOPR / TOPRX / TOPRW / TOPRH / TOPVIEW Models
On the menu screen, tap the [가] button at the bottom right corner.
It will change to [A], and the menu will switch to English.
Tap [A] again to revert to [가] and display the menu in Korean.
 
is the problem solved? View More
Q.
[XTOP] Where Do I Configure Communication Settings? (For Product Replacement)
Communication
A.
When replacing the product with a new unit, you can generally use the same project file and cable. In most cases, only the communication settings need to be checked.
 
On the previous device, go to the menu and select [PLC Setup] - [HMI COM2 Setup] to check the following communication parameters:
[Baud Rate / Data Bit / Stop Bit / Parity Bit / Signal Level].
Enter these same settings into the new device.
Note: If the new product is an R Series model, go to [Control Panel] - [Serial] in the menu to access the communication settings screen shown below.
If the previous device is unavailable and you cannot retrieve its communication settings, check the PLC’s communication configuration via the PLC program.
You can then apply the same settings in TOP.
For more detailed instructions, please refer to the communication manual of the specific PLC.
 
is the problem solved? View More
1 2 3 4

This site is not supported by the current browser. Please download and use another browser below.