Service NGC Software - Troubleshooting Guide
Last updated: 04/01/2021

NGC Software - Troubleshooting Guide

Introduction

Use this document to troubleshoot software issues and update problems on a machine with the Next Generation Control. If you can not find the scenario that matches your situation, please submit an error log ([SHIFT] + [F3]) to [email protected]

 Note: If necessary the error log command ([SHIFT] + [F3]) can be initiated while the program is running.

Symptom Table

Symptom Possible Cause Corrective Action
The control won't boot up or hangs at the Haas logo after a software update. The software version is not compatible with the processor installed. Check the processor part number and make sure that the correct software version was installed. See the Hardware and software Version Compatibility Table.
The software did not load correctly. Use a SanDisk Extreme USB 3.0 USB device to load the software. Reload the software using option 5) Perform Clean Software Install. Refer to: Next Generation Control - Software Update - Clean Installation.
The machine will not boot to the software updater screen when powering on and holding the U button. The machine lost power during a software update. Do not replace processor try to recover the software with the Software Update Recovery - NGC procedure.
The software files are corrupted.
The USB deviced failed during a software update.
Machines with software version prior to 100.17.000.2034. The control freezes, blank monitor, black screen, keypad not working, won't boot sometimes, random shutdowns, or software alarms. The parameters for the Q7 module on the Maincon PCB are outdated. The updated parameters have been incorporated into the software version 100.17.000.2034 (TP 21894). Update the software to the latest version. If the symptoms continue after updating the software, download the error log with [SHIFT] + [F3] and e-mail it to Haas Service Department.

Alarm 9100.021 NON RESETTABLE SOFTWARE ERROR

Alarm 9101.011 RESETTABLE SOFTWARE ERROR

 The software encounter an error. Download the error log with [SHIFT] + [F3] and e-mail it to Haas Service Department.
Alarm 9972 FPGA CONFIGURATION FAULT. The FPGA software did not get loaded correctly during the software update. Use a SanDisk Extreme USB 3.0 USB device to load the software. Reload the software using option 5) Perform Clean Software Install. Refer to: Next Generation Control - Software Update - Clean Installation.
Alarm 9933 - SOFTWARE VERSION MISMATCH The configuration files loaded to the control do not match the software version on the machine. Make sure the configuration file that is being loaded matches the software version on the machine.
  1. Download the configuration file from the portal
  2. Add the .zip extension and unzip the files.
  3. open the _cv.xml file in notepad
  4. search for keyword: Software Version make sure the software version matches the software version on the machine.
If the configuration file is correct:
Alarm 9934 - INTERNAL VARIABLE NOT INITIALIZED The configuration files loaded on the control do not have all settings that the new software has. Make sure you load the latest configuration file for the software version you have on the control.
The Z Axis does not jog and can not do a tool change after a software update. Option 5 Clean Software Install was selected for software update and theserial_number.fs file in the configuration folder is missing. Make sure the Factory Settings File box is checked when you download the configuration files. Make sure theserial_number.fs file is in the configuration folder.
The software was updated to the latest version from a machine that had software version 100.16.000.1020 or lower. Load software 100.16.000.1021 first then you can upgrade to the current software version. This version is located on the portal.

Alarm 9915 - IO BOARD CONFIGURATION MISMATCH

Alarm 9100.006 - NON RESETTABLE SOFTWARE ERROR

 The new configuration files were not updated before the software update.
  1. Press [POWER OFF].
  2. Put the USB memory device into the control.

    Note: The USB memory device must contain your Haas Control Key and the correct configuration files.

  3. Press [POWER ON].
  4. Press [DIAGNOSTIC].
  5. Use the arrow keys to go to I/O Config [2] in the Diagnostics tab [1].
  6. Press [F3] to Update Config Table [4].
  7. Press [RESET] to continue. If the alarm does not clear, cycle the machine power.

The Main Crc and the Factory Crc [3] are now the same.

[ERROR] appears during a software update or platform version update.

 The USB is not being read.
  1. Press [POWER OFF].
  2. Do the software update again with a different USB memory device.
The software binary is corrupted. Re-download the software from the portal and try the update with the new files.
Machines with 100.17.000.2040 of later, during a software update you get the following USB error: "The system check detected the USB connector is inserted into the wrong port on the skbif or main board......" The USB cable on the Maincon or SKIBF PCB is connected to the wrong location. Make sure the USB cable going to the SKIBF PCB is connected to the correct location, #2, on the Maincon PCB (See above diagram).
Alarm 120 LOW AIR PRESSURE OR FLOW and inputs are not being read after software update to 100.20.000.1110 or higher. The I/O configuration file did not got loaded correctly.   Reload the software using option 5) Perform Clean Software Install. Refer to: Next Generation Control - Software Update - Clean Installation.
Alarm 9927 Motion Channel Unable To Initialize The software encountered an error.

If the machine does not have the latest sofware: Cycle power the machine, is the alarm present? If no, continue to use the machine. If yes, update the machine software to the latest.

If the machine has the latest software or alarm is generated again after updating software. Send an error report to the Haas Service Department. Cycle power the machine, is the alarm present? If no, continue to use the machine. If yes, cycle power machine until alarm is no longer present. If the alarm does not go away contact the Haas Service Department. 

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