7 Solving Problems and Getting Service

Operating Problems

Table 7-1 lists some possible operating problems and suggested solutions. If you have a problem with your terminal, check this list before calling for service. If you need service, see "Digital Service" in this chapter.

Table 7-1 Operating Problems
Problem Suggested Solution
The terminal does not turn on when you set the power switch to 1. Make sure the power cord is plugged in. Check the power outlet by plugging in a lamp to see if it lights.
After the "VT320 OK" message appears on the screen, there is no response from the host when you try to log in.

Make sure your system cable at the rear of the terminal is connected securely.

Make sure the port that your system cable is connected to is active. Check the Host Port Selection feature in the Communications Set-Up screen (Chapter 4).

The printer does not print.

Make sure the printer is plugged in, and its power switch is on.

Make sure the cable connection between the printer and terminal is tight.

Make sure the communication settings on the terminal and printer match, such as baud rate and parity. See the Printer Set-Up screen (Chapter 4).

Text on the screen does not scroll. The Hold Screen indicator is on. Press the Hold Screen key to resume scrolling.
The keyboard seems to be locked (the Wait indicator may be on), and the VT320 cannot display new text from the host. Clear the terminal by using the Clear Comm feature in the Set-Up Directory (Chapter 4).
The screen is blank, but the terminal is on. The power is okay.

The CRT saver feature may be on (Chapter 2). Check the lower right of the screen for the blinking CRT saver cursor. If the CRT saver feature is on, press any key to reactive the screen.

Make sure the brightness and contrast controls are correctly adjusted.

The bell tone does not sound when you turn the VT320 on. All keyboard indicator lights are off. Make sure the keyboard is connected to the terminal.

Power-Up Self-Test

Every time you turn the terminal on, the VT320 automatically runs a power-up self-test. This test checks the operating status of many internal parts in the terminal. During the test, the keyboard indicators turn on and off, and the bell tone sounds. If the test is successful, a "VT320 OK" message appears on the screen.

Error Messages

If the VT320 fails the power-up self-test, the terminal may display one of the error messages in Table 7-2. Only qualified service personnel should try to correct these problems. You should note any error message that appears and call for service.

The keyboard indicator lights may flash in different patterns during the test. These patterns are codes that provide service personnel with further information about the terminal's operating condition.

Table 7-2 Screen Error Messages
Error Message Problem
VT320 NVR Error - 1 Nonvolatile memory (set-up storage) is not operating. Call Digital Field Service.
VT320 RS232 Port Data Error - 2 The 25-pin EIA host connector is not working. Call Digital Field Service.
VT320 RS232 Port Controls Error - 3 The 25-pin EIA host connector is not working. Call Digital Field Service.
VT320 Keyboard Error - 4
  1. Make sure your keyboard is plugged. If it is,
  2. Turn the VT320 off and on. If the problem continues,
  3. Try another keyboard if you have one. If the new keyboard works, replace the old keyboard.
  4. If the new keyboard does not work, call Digital Field Service.
VT320 DEC-423 Port Error - 5 The 6-pin host connector is not working. Call Digital Field Service.
VT320 Printer Port Error - 6 The 6-pin printer connector is not working. Call Digital Field Service.

Digital Service

Digital provides a wide range of maintenance programs which cover small systems and terminals. These include on-site, carry-in, and mail-in repair services. You can use these programs to select the plan that best meets your service needs.

On-Site Repair

Digital offers fast, low-cost, quality maintenance performed at your site by Digital-trained Service Specialists. There are several on-site services available.

DECservice
DECservice provides preferred on-site service, with a guaranteed response time when equipment is located within a specified distance of the service facility. DECservice guarantees a continuous repair effort until service is restored. You may choose the hours of coverage, up to 24 hours a day, 7 days a week.

Basic
Basic offers priority response during regular business hours, Monday through Friday.

Site Servicenter
If you have at least 50 terminals and can provide workspace at your site. Digital will provide an on-site technician for a predetermined, periodic time interval. The terminals may include a variety of models (for example, VT200s and VT300s).

Per Call
This noncontractual offering provides on-site repair based on time and materials. Per call service is available during regular business hours, Monday through Friday.

DECall
DECall is similar to per call service, but has an annual retainer fee. DECall gives you on-site service at a fixed fee per repair call.

Off-Site Services

Carry-In Servicenters
Digital Servicenters are located in major cities around the world. They offer convenient, cost-effective repair service with a 48-hour turnaround time. Both contract and per call coverage is offered.

DECmailer
This is a mail-in service for module and subassembly repairs. DECmailer provides five day turnaround.

How to Get Service

Digital has a central service center in your area to help you keep your system running at peak efficiency. To find out more about Digital's hardware and software service offerings.

In the United States
Call 1-800-554-3333 during regular business hours.

Outside the United States
Contact your local Digital Field Service Office.