Please Note: This form is specifically for customers that have a controls related issue. Should you have a general enquiry then go here please. EMC site: Customer Controls Issue Site Form This form is intended to gather information from a controls customer with a controls issue. Please fill in the form with care. Points marked with an asterisk * are obligatory. We aim to please our customers and take care to provide a concise level of service. Do not panic we can help. There is a common list below to help you. Please read carefully and make sure the issue cannot be rectified using our information below. Your Name*Your Full Name Please.Telephone Number*Could we have a contact number please.Site Address* Street Address City ZIP / Postal Code Email* Valid email address please.Nature of Problem: This is required before you can send the enquiry. I have a safety circuit activated light on my panel. The whole panel is not showing any lights at all. My web browser will not connect with the web server. My gas system will not work in my kitchen. All the lights on my control panel are on at the same time. The temperature is too low. Everything seems be working in hand but not auto. I know what is wrong but need a replacement part. My boiler or boilers are showing fault. Something else. I'm stuck help! Safety Circuit Activated Light On*I think this has helped. Leave it with me.Sorry I still have a problem please contact me.Please ensure nobody has leaned on the emergency stop in the plant room. Sometimes cleaners or building staff accidentally push the emergency stop button. This will cause the safety circuit to activate. Please check the estop buttons one by one twisting it/them. If they/it has been activated then twisting it will release the button outwards. The control system will then continue as normal. Other causes can be fire alarm drills. These cause the safety circuit to activate the knock on being the safety circuit being activated on the control system. This is normal as the plant needs to be shut down in the event of a fire. Has the fire alarm system been reset to allow for the control panel to run? If not then please do so.The whole panel is not showing any lights at all.*I think this has helped. I will check the mains.Sorry I still have to contact you. The mains is fine and I still have no lights on.Wow sound like you don't have any mains to the panel. Or there has been a fault on your control circuit within the control panel. This can be caused by a faulty component or for some reason the control circuit has tripped. Firstly check the main protective device feeding the control panel and make sure it is switched on and live. Secondly switch the control panel isolator off and on again. Give it a few moments and see if there are signs of life. If not your appointed electrical staff member should open the door and inspect the circuit breakers. If one if in the tripped / off position this means there has been a problem. They can try switching the mcb back on but generally if something has tripped it is for a reason. It is up to you if you have a third party or ourselves generate a call out to attend. My web browser will not connect with the web server.*I think this has helped. I will check my computer first.Sorry I still have to contact you. The I'm lost and need some help. Nothing has changed on my side of things I.T wise.This could be caused by a number of factors. Does your pc or mac have network connectivity?. If not then there is no way your computer will ever reach the bms server. Check your network adapter / network cabling and that your computer can reach the web server address. Methods - PC / MAC That sad old thing called java! Unfortunately we have no control over how often your java is updated. Have you updated your java recently? Please check you allowed for java to run. If you have recently updated then your java then maybe you need to add the bms web server address to your java exception list. Please click here to find out how. Having done this java will then be allowed to run. If having done this a pop up occurs then remember to tick the box to always allow. Can you ping the BMS web server address?. PC / MAC If you cannot ping the web server address then chances are the network connection between you and the BMS system web server is down. This could be due to your network adapter being down. A router down between you and the server. The control panel server being down. If this is the case then try cold starting the controller by switching the control panel off and on again. Sometimes when the servers have been running for years on end they need a restart. This most of the time happens naturally as the power is de-energised when the control panel is serviced. Sometimes however things do not get serviced and the unit remains on 24/7 for years on end. This is the real world and we all know sometimes things need to be re-booted in order to freshen up. If you have a full blow system with logging we suggest not just cutting the power. We would need to attend site or try to do this remotely if you have the facility. Has your I.T department recently made changes to your computer? This could be a security related issue at your end. When computer systems get updated by your I.T staff sometimes things go bump in the night. Settings that were saved the day before are lost due to OS updates or software patches. Make sure your browser and java settings are as they were before the system was altered. We generally help remotely via teamviewer. Please download it from teamviewer.com here providing of course you have a network connection. Run the executable and give us your id number. You do not need to install the program just to run it. If we have a technician available when you call we can remotely interrogate your system. Providing of course your site is one of our projects and we have a service contract. Our number is 01603 625535My gas system will not work in my kitchen.*I think this has helped. I have not waited long enough.Sorry I still have to contact you. I can't wait this for the temperature to rise.If the air is not being sufficiently heated then the frost thermostat will operate and shut the ahu fan down to protect the heater battery from the risk of freezing. In the event of this occurring the gas interlock system will de-energise / close. This can occur on particularly cold mornings when the heat demand from the remainder of the building is high. Please follow the normal procedure and leave the system a while. Nine times out of ten a client will switch the system on and off repeatedly in the hope that the system will start. All this does is reset the system every time you switch it on and off. Leaving the system in the on / run position will ensure when the temperature does rise the fan will start using your normal procedure. A frost protection thermostat is usually set at 3 degrees centigrade. Anything below this and the fan we not be allowed to run.All the lights on my control panel are on at the same time.*I think this has helped. I will identify this myself.Sorry I still have to contact you. I would like you to fix it.It happens I'm afraid. The older indicators have diodes that fail from time to time. If this has a lamp test facility then this will feed back through the circuit. Thus causing the fault. In this situation I'm afraid you will have to get somone to identify the faulty unit/s.The temperature is too low.*I think this has helped. I will identify this myself.Things seem to work in hand but not auto. Please contact me.Sorry I still have to contact you. I would like you to fix it.Has anyone altered the time schedules on your heating system? Has the set point been changed on your headend system? Has your fire alarm been serviced recently? If so was the gas valve been reset? You may not have a reset but we thought to mention it. Do you have power to the control panel? Is this a human relations issue? By this we mean is everyone wearing appropriate attire for the general weather?. Building heating systems can only output a finite amount of heat. Generally if people wear the appropriate clothing these sort of things go away. It may be a legitimate problem but sometimes the majority of staff are happy and there are a couple of people who simply cannot get warm. This could be down to the individuals circulatory system or their location. If the temperature sensor is reading correctly on the pc or the wall display then chances are the set point of the system is satisfied. Increasing the set point above this could cause excessive fuel consumption and a hefty fuel bill. It may be best to explore these avenues first before contacting us. The level of comfort can be increased but at the cost of the client. Providing of course there is capacity within the heating system to actually raise the set point temperature.Everything seems be working in hand but not auto.*I think this has helped. I will identify this myself.Things seem to work in hand but not auto. Please contact me.Sorry I still have to contact you. I would like you to fix it.Oh dear sounds like the controller inside the control panel if playing up. Have you have a power cut within the last few moments? It takes around 10 minutes for the automatic side of plant to re-start. Try switching the control panel off and on again using the main isolator. If you do cold reset the control panel please give it some time to re-energise and go through it's diagnostics.My boiler or boilers are showing fault.*I think this has helped. I will give my mechanical contractors a call.I do not think this is a mechanical contractor issue. I need you help.Oh dear sounds like you have a mechanical issue relating to your boilers. Nine times out of ten these issues should be handled by your mechanical contractor. Look on the casing of your boiler/s for a sticker. You should be able to get the phone number of your mechanical contractor there.. We could be considered to be your electrical contractor. In most of the cases the boiler simply brings on an indicator on the control panel to say there is a fault. This means all our control panel is acutally doing is bringing a light on to make you aware of the fact. This fault in the majority of cases means a mechanical fault or fuel problem exists in relation to your boiler/s internally. If there is no sticker then please consult your site appointed person for building maintenance.Please go to the link below in order to let us know what part you require. http://www.emc-ltd.net/bms-cp/contact-form-parts-request/Is the control panel one of ours?*YesNoSorry I do not know.Does the panel have a job number? If so could you let us know.Photograph. (A smart phone snap would help us identify the system). Drop files here or Accepted file types: jpg. If you have a smart phone could you please attached a photograph of the control panel in question. Possibly the symptoms if you can. Only jpeg files are allowed. Just to clarify. Please let us what the problem is. A general outline of what your issue is would be great.*Please let us know what the problem is and we can work out the best cause of action. You may have already answered one of the questioned above but we would like to read it in your own words.Do you have a Service Contract with us.Yes (I have a service contract)No (I do no have or wish for a service contract)No - But I would like one.We can offer you an annual service contract. This would involve attending site and checking over all moving components within the control panel plus any associated external equipment. Be it remote sensors or valves. We would then send you a report.Age of Control System (If known)Less than a year (Still Under Warranty)Between 1 and 5Greater than 5 Years OldSorry I do not know.Captcha - Human Test - Please type these letters below.