Here is a short guide on the steps you need to carry out when replacing a Railster.
Perform a visual inspection:
First, ensure that the installation complies with the Railnova installation procedure and cabling schematic provided. Please ensure you don't deviate from the installation procedure provided by Railnova.
Inspect the Railster and its cabling by performing a visual inspection, as described in the following article and control if the performed actions have resolved your issue.
If you're troubleshooting a Railster and you don't receive all the data, please don't de-assign and re-assign the Railster on the platform. This does not help with connection or data issues. Please see below how to perform a visual inspection to redeem the issue.
Support
After ensuring that the provided installation procedure has been followed and the cabling of the Railster has been checked using the cabling schematic provided thoroughly and found correct, yet you still experience problems, which prevent you from being able to validate and confirm the installation on the installation page of the Railnova platform, please get in touch with us via the chat function on the Railnova platform or by emailing support@railnova.eu.
In your message, please include the following information:
asset number and Railster number and
the issue you're having and
the status of the ACT (activity) led (blinking, colour) and
the status of the connected U ports (flashing, colour) and
if possible, send us pictures or a video that clearly show the wiring on the Railster side and the issue you need support for
Initiation for a Railster replacement
Please note that the request and confirmation for the replacement of a Railster should always be initiated by Railnova and shouldn't be performed without previous consent.
De-assign the Railster and return the device
In case of authorised returns within the scope of the equipment warranty, please make sure you arrange for the following:
On the Railnova platform, you must de-assign the device, which is currently installed on the asset and was diagnosed with a defect by Railnova.
Prepare the Railster for a return to Railnova. The Customer Success team will organise the parcel collection after you communicate the exact pickup address and contact person (email address and phone number) via the chat function on the website or by emailing support@railnova.eu.
If you prefer to return the device to us yourself, please reach out to us, and we'll communicate the exact shipment address.
Replacement device
If the replacement takes place within the scope of the equipment warranty, the Customer Success team will coordinate the shipment of the replacement device to the delivery address confirmed by you in advance.
Please note that you won't receive the same device back after repair.
For the installation, you can use
the replacement device you received from us or
any compatibly configured device from your stock. You can find the overview of your devices managed by your company on the Railster dashboard.
Assign the new Railster
Once the previously assigned Railster has been de-assigned on the platform and is physically dismounted from the asset, you can assign the new device on the Railnova platform and start with its installation on the asset.
Validate the installation
Before you start validating the installation on the asset, make sure to have a device to access the Internet (laptop, smartphone or tablet) and that you have access to Railnova's web platform on your device.
Once the new device is physically installed and virtually assigned to the vehicle, please start with the validation of this new installation as described in the following article.
This is an extremely important step that must be performed and completed while someone is still on the asset and before the locomotive is released for operation!
If the installation isn't validated and there's a problem later, we won't know if it has worked at some point or if the installation was faulty from the beginning.
Once you see a green checkmark on every row, please click on the blue button "confirm installation". You can also add a comment if needed, but it's not required.
Congratulations, you're done! You'll start receiving data from your newly assigned asset shortly after.
