Keysight DSOX1102G Repair Question
Hello All,
I have a 6-year-old Keysight DSOX1102G scope. After sitting for about 6 months in a closet I went to use it and it booted up with an error message “System Concerns Detected – P-Clock failure – The default setup was loaded.”
After consulting the Keysight website (Not user friendly) I found a reference to that problem that suggested upgrading to the latest firmware, and running “Utility > Service > Diagnostics > Hardware Self Test.” I did that, but I still have the problem, but with a slightly different error message “ System Concerns Detected – System clock is defaulted – The default setup was loaded.” The last suggestion from the website document is to try a “Secure Erase” which is defined as an “aggressive reset.” Not sure what that may mean, and I have not tried it yet.
If I reset the date and time the machine seems to work, but once I power down, I am back to “System clock is defaulted” situation
Keysight wants $744.00 for a repair.
Any advice appreciated.
Thanks
ceulrich
Hello All,
I have a 6-year-old Keysight DSOX1102G scope. After sitting for about 6 months in a closet I went to use it and it booted up with an error message “System Concerns Detected – P-Clock failure – The default setup was loaded.”
After consulting the Keysight website (Not user friendly) I found a reference to that problem that suggested upgrading to the latest firmware, and running “Utility > Service > Diagnostics > Hardware Self Test.” I did that, but I still have the problem, but with a slightly different error message “ System Concerns Detected – System clock is defaulted – The default setup was loaded.” The last suggestion from the website document is to try a “Secure Erase” which is defined as an “aggressive reset.” Not sure what that may mean, and I have not tried it yet.
If I reset the date and time the machine seems to work, but once I power down, I am back to “System clock is defaulted” situation
Keysight wants $744.00 for a repair.
Any advice appreciated.
Thanks
ceulrich
I know nothing about this but if resetting time & date fixes it then does it just need a new memory battery/capacitor to retain settings?
russc, thanks for the comment. I had the same thoughts, but did not want to tear into the instrument based on only my guess at the problem. I was hoping that someone on the Forum might have direct hands-on experience with this problem.
I have done a bit more Internet research, and found a comment by someone with the same problem, and confirmed that a coin-cell was mounted on the motherboard, and replacing it solved his/her problem. So, with that info, I decided go ahead and open the instrument up. In case some future reader stumbles on this post, I will provide a bit of detail on the process.
To remove the plastic case, remove two screws on each side of the handle, and two screws on the bottom (all #3 Torx). The plastic case comes apart very easily. There are 9 screws holding the metal case over the motherboard, again all #3 Torx. Once the screws are removed, a little jiggling is needed to remove the metal case, it will not come completely off since it is tethered to the motherboard by a few power wires. However, the CR 2025 coin-cell is easily accessible for replacement. The power button is free floating, mine fell on the floor, so keep an eye on it. Everything went back together again without a hitch, but the two little flip-up feet on the bottom of the case may also come dislodged, so also keep an eye on them.
Replacing the battery seems to have solved my problem. I did a rough calibration check against my HP 33120A function generator and the match was as good as could be expected.
Cheers,
ceulrich
I have done a bit more Internet research, and found a comment by someone with the same problem, and confirmed that a coin-cell was mounted on the motherboard, and replacing it solved his/her problem. So, with that info, I decided go ahead and open the instrument up. In case some future reader stumbles on this post, I will provide a bit of detail on the process.
To remove the plastic case, remove two screws on each side of the handle, and two screws on the bottom (all #3 Torx). The plastic case comes apart very easily. There are 9 screws holding the metal case over the motherboard, again all #3 Torx. Once the screws are removed, a little jiggling is needed to remove the metal case, it will not come completely off since it is tethered to the motherboard by a few power wires. However, the CR 2025 coin-cell is easily accessible for replacement. The power button is free floating, mine fell on the floor, so keep an eye on it. Everything went back together again without a hitch, but the two little flip-up feet on the bottom of the case may also come dislodged, so also keep an eye on them.
Replacing the battery seems to have solved my problem. I did a rough calibration check against my HP 33120A function generator and the match was as good as could be expected.
Cheers,
ceulrich
Thank you ceulrich. Your excellent description was a lot better than the response I got from Keysight which was to offer me a service quote. They didn't even answer my question "Is there a button cell that I can replace", as I assumed that was why it no longer remembered settings. I do love my DSOX1102G so I'm happy that this was such an easy fix.
Hello EwenF,
Thanks for your comment. I am pleased that my post was of help to someone.
Unfortunately, in this day and age, company profits are more important than customer service. A little background story: I had been using Tektronix analog scopes for decades when I bought my DSO, and I was very confused that after of weeks of trying to get the new scope to work, it never seemed to work right. Finally, I sent it back for a no charge warranty repair, they returned it a couple of weeks, and it has been fine ever since. I asked what the problem was, but no response. I assume it was faulty when it left the factory. More than the name has changed.
Cheers,
ceulrich
Thanks for your comment. I am pleased that my post was of help to someone.
Unfortunately, in this day and age, company profits are more important than customer service. A little background story: I had been using Tektronix analog scopes for decades when I bought my DSO, and I was very confused that after of weeks of trying to get the new scope to work, it never seemed to work right. Finally, I sent it back for a no charge warranty repair, they returned it a couple of weeks, and it has been fine ever since. I asked what the problem was, but no response. I assume it was faulty when it left the factory. More than the name has changed.
Cheers,
ceulrich
I wanted to add my thanks for ceulrich's excellent tips on how to do what should be well known routine maintenance. I have an EDUX1002G scope, and have been getting the default warning and incorrect time on startup for a few years. I found nothing from Keysight that even mentions there is a battery inside. Obviously there is, but I was both lazy and reluctant to tear it apart.
Your instructions are excellent. I would only add the screws are T-10 torx (I was unaware they might be known also as #3), and the two screws at the handle are a bit deep to get to. A magnetic driver, or a small pair of long nose to reinsert the screws would be handy. Also, the power connector inside is easy to remove if desired, to separate the rear case/fan/power supply from the scope electronics - there is a plastic tab centered on the bottom that needs to be pinched towards the connector body to disconnect it. This provides easier handling without the heavy rear case literally hanging around.
Also, and I discovered this out of convenience - I had a CR2032 battery on the shelf, and it has the same diameter as the CR2025, but is slightly thicker and has about 50% greater capacity and still 3V. Google AI told me it might work. I thought give it a try. Sure enough - it popped into the holder, and the locking tab held it in. All set!
Thank you again. It is rather disgraceful that the manufacturer provides no information on this, in my opinion. And honesty, this would only be a half hour of skilled labor even if a professional replaced the battery. Which isn't needed.
Don
Your instructions are excellent. I would only add the screws are T-10 torx (I was unaware they might be known also as #3), and the two screws at the handle are a bit deep to get to. A magnetic driver, or a small pair of long nose to reinsert the screws would be handy. Also, the power connector inside is easy to remove if desired, to separate the rear case/fan/power supply from the scope electronics - there is a plastic tab centered on the bottom that needs to be pinched towards the connector body to disconnect it. This provides easier handling without the heavy rear case literally hanging around.
Also, and I discovered this out of convenience - I had a CR2032 battery on the shelf, and it has the same diameter as the CR2025, but is slightly thicker and has about 50% greater capacity and still 3V. Google AI told me it might work. I thought give it a try. Sure enough - it popped into the holder, and the locking tab held it in. All set!
Thank you again. It is rather disgraceful that the manufacturer provides no information on this, in my opinion. And honesty, this would only be a half hour of skilled labor even if a professional replaced the battery. Which isn't needed.
Don
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Hello Don,
I am glad you found my post, and that it helped solve your problem.
It really is unfortunate that Keysight does not even mention the existence of a battery in the User Manuel or Service Guide for the InfiniiVision 1000 series DSOs. Rigol is slightly better, the User Manuel and Service Guide for the MSO2000 series DSO does hint that a battery exists, but does not explicitly mention battery replacement.
One can only assume that the profit motive is at work here. I do not remember the Keysight quoted price for a repair back in 2023 but I just checked their website today, and it is $744.00. Not a realistic expense for replacing a battery, so the user will just deal with the inconvenience and think Keysight just makes cheap disposable equipment.
One last thought. I left my device unplugged for about 3 months before I noticed the time problem. I wonder if that effected the battery life. Maybe, some informed Forum member could comment on this?
Cheers,
ceulrich
I am glad you found my post, and that it helped solve your problem.
It really is unfortunate that Keysight does not even mention the existence of a battery in the User Manuel or Service Guide for the InfiniiVision 1000 series DSOs. Rigol is slightly better, the User Manuel and Service Guide for the MSO2000 series DSO does hint that a battery exists, but does not explicitly mention battery replacement.
One can only assume that the profit motive is at work here. I do not remember the Keysight quoted price for a repair back in 2023 but I just checked their website today, and it is $744.00. Not a realistic expense for replacing a battery, so the user will just deal with the inconvenience and think Keysight just makes cheap disposable equipment.
One last thought. I left my device unplugged for about 3 months before I noticed the time problem. I wonder if that effected the battery life. Maybe, some informed Forum member could comment on this?
Cheers,
ceulrich
That is an interesting thought. I left mine unplugged for long durations as well - several months. I suppose it is possible that they are designed such that while plugged in, the drain on the battery is reduced or eliminated. I was surprised at how short a time the battery lasted - making me all the more surprised there is no mention of replacing it. For this to be the case though, there would have to be something that bypasses the power supply. The power switch is located on the rear chassis with the supply. That connector has eight wires I believe. To investigate the possibility, it seems like probing those with the cord plugged in and not plugged in would give an answer.
Actually, that's cheap for a battery replacement. One of the RF signal generators where I used to work needed a new battery. Rhode & Schwartz wanted several thousand dollars to replace it. I think it was $3500. It was an absurd amount of money for a battery anyway. Our lab tech said "F* that" and hooked up a power supply to the battery terminals and swapped the coin cell. He was able to make the swap without the generator losing any of its calibration settings. The equipment was calibrated yearly anyway, so had the calibration constants been lost the generator would just have sat on the 'calibration' shelf for a while.
It seems the test & measurement companies charge a flat fee for a repair/calibration. I sent the APx525 that I used to have in to AP for calibration ($1500-or-so AFAIR) and got it back with a new input module because the one that was in the box had slightly too high noise. They still "only" charged me the calibration fee. Not calibration + repair.
I fear the day my APx555 needs to go in for calibration. That's just shy of $4k if I recall correctly.
Tom