MOS-AV202C-NT3SJ failures.

[kk6265]

We are using the MOS-AV202C-NT3SJ (and the older PLED versions to a lesser extent) in a high availability application off of a non-PC Linux box (RS-232). Although we've seen occasional failures in the eight months of so that these have been deployed, recently, we've seen a flurry of failures (blank screens, garbage, and boot-up screeens upon repowering them). These have amounted to about a two dozen (recently) out of 100s. Although we can't obviously check continuously, the host boxes seem to be outputting pretty close to the required 5. volts and the RS-232 voltage levels seem within RS-232 limits (checked with scope). We've RMA'ed units in the past and tried to ask sales what we should be doing to be nice to the things (no response afaik), but now management and our client are a little concerned. What should be we doing to host these units or is our rates of failure within expectations?

[Clare]

Hi kk6265,

Thank you for contacting Matrix Orbital.

I only know of one of my customers that orders the MOS-AV202C-NT3SJ is those quantities and I do not recall ever being asked any questions about this display because I would definitely have responded.

For the increase in failures, are you talking about the PLEDs or the VFDs?

Can you also please tell me what company you are with? This will help with the big picture of the situation.

If you would like to discuss this via email, please send your response to cwagner@matrixorbital.ca

I will be working with technical support to assist you with this issue.

Thank you.

Kind Regards,
Clare

[Clark]

Hi kk6265,

Thanks for your question, sorry to hear that your displays have not been functioning as you had expected. I believe that a sales representative has posted regarding this topic, in addition, I would like to contribute to this topic from a technical viewpoint. Like my sales counterpart, neither myself nor my department have been contacted previously regarding this matter, as would be the appropriate business protocol and ethical procedure. However, I will be able to provide information regarding your problem if you could please tell me which units are affected and in what quantities, via my company email at tclark@matrixorbital.ca, as would be proper protocol in a situation such as this. With this information, I will be able to provide you with more information regarding your display properties, and RMA authorization, and possible failure analysis of the displays. If you have any further questions regarding an RMA for your displays, or any technical concerns you may have, please contact our support site at support@matrixorbital.ca, and I will be able to respond to your concerns quickly and accurately.

Thanks,

Troy

[kk6265]

I didn't mean to impugn either the service of Matrix Orbital or its products. In fact, I understand that Matrix Orbital's responsiveness to RMAe has been exemplary. Also, although I thought I had heard otherwise, our person who deals with the RMAs never did ask for a failure analysis of the parts. I apologize for my misunderstanding of the situation.

Also, I assume that it's something that we're doing to the displays (power issues, whatever), not the displays themselves, that's causing our problems. I will pursure the issue under private email.