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Frequently Asked Questions
Frequently Asked Questions
Customer Support
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What should I do if the alerting system is not working as expected?
Note what is happening, including any error messages or audible alerts. Determine whether the issue affects one device or multiple devices and contact RMI Support for assistance.
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How do I know if the system is operating correctly?
Check the Station Control Unit (SCU) for error messages or unexpected status indicators. If you notice an issue or are unsure whether the system is operating normally, contact RMI Support.
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What can I troubleshoot myself?
Customers should limit troubleshooting to replaceable system components (line-replaceable units). Do not attempt internal component-level repairs. Contact RMI Support if further troubleshooting is needed.
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What should I do if a system component needs repair or replacement?
Contact RMI Support for guidance. Do not attempt to repair internal electronics or replace internal components unless instructed by qualified technical personnel.
Customer Support Phone: 858-444-1330 or visit Customer Support
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How can I tell if the SCU is connected and communicating with RMI SCU?
Check the bottom-right corner of RMI SCU. A green indicator with “SCU Connected” means the application is communicating with the SCU. If the status displays “SCU Disconnected,” there may be a communication issue. Contact RMI Support if the status does not return to normal.
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What should I do if RMI SCU or the system stops responding?
Note any error messages or status indicators. If RMI SCU is unresponsive or reports a communication issue, contact RMI Support before restarting or power-cycling the system.
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How do I restart the Fire Station Alerting System?
- Confirm that the system’s cables and connections are secure and that all required peripherals are connected before powering up.
- Confirm that the backup battery switch is in the OFF position before connecting AC power.
- Connect the SCU power cable to the station’s AC power source. The SCU starts automatically when connected to AC power; it does not have a power switch, according to the manual.
- Toggle the backup battery switch to ON.
- Allow up to one minute for the SCU to become operational.
- The Command Desk Terminal (CDT) should power up automatically after the SCU is operational.
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Can I disconnect or unplug the SCU or its cables to troubleshoot an issue?
Do not disconnect cables while the system is powered on.
Customer Support
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How do I contact RMI for technical support?
Use your established RMI Support contact method or refer to your service documentation for the appropriate support contact details.
Customer Support Phone: 858-444-1330 or visit Customer Support
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What information should I provide when contacting technical support?
Provide your station or department name, a description of the issue, any displayed error messages or audible alerts, and whether the issue affects one device or multiple devices. Include when the issue began and any troubleshooting already performed.
If returning an item, please fill out and submit an RMA form found under the Support tab. Please include serial numbers of any items being returned for troubleshooting/repair.
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What should I do if I hear “The Data Signal Is Lost” or see “No Channel Lock” or “Modem Fail”?
These alerts may indicate a data signal or communication issue. Note the exact message and contact RMI Support. Do not disconnect cables while the system is powered on.
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What should I do if I receive a “Printer Power Failure” alert?
This alert may indicate a power issue affecting the printer or its associated power supply. Contact RMI Support for assistance. Do not attempt internal electrical testing.
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What does “Battery Critical, Shutting Down” mean?
This alert indicates that the backup battery may have reached a critical level and the system may shut down. Contact RMI Support promptly. Do not open the SCU or attempt to test or replace internal batteries.
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What should I do if I receive a “Battery Low” alert?
The SCU backup battery may be low. If safe, check whether the system’s normal AC power source is available. Contact RMI Support if the alert persists. Do not open the SCU or attempt to test or replace its internal batteries.
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What does “Primary Power Loss, Running on Battery” mean?
This alert indicates that the system may have lost its primary AC power source and is operating on battery backup. If safe, check whether the normal power source is available. Contact RMI Support if the alert persists or power is not restored.