Capturing Photo, Video, or Audio Evidence of Machine Issues{0336, 1000, 7000} Caterpillar

Caterpillar Products: All

Introduction

The problem that is identified below has a known permanent solution. Follow the solution that is identified below.

Problem

Visual or audio evidence of issues with a part or machine are submitted to the Dealer Solution Network (DSN). In some cases, the photo or video does not clearly indicate the problem or issue experienced in the field. Unclear visual or audio evidence decreases the timeliness of the resolution process.

Solution

Capturing visual or audio evidence of machine issues is a helpful method of providing information to the Dealer Solution Network (DSN) analysts. Being able to diagnose a problem without being able to see the part or the machine is difficult. Use this document as a guideline when taking and submitting audio or visual evidence of problems. Following this guideline will improve the timeliness of the response from the DSN analysts.

Tips and Tricks for Taking and Submitting Technical Photos

Listed below are some pointers that will help produce quality photos that will convey the information you are trying to share.

• When providing photos of failed components, provide a photo of the machine ID plate showing the serial number, and the service hours on the machine. Also, where applicable, the component ID plate showing part number, serial number, and or date code.

• Digital cameras require an abundant amount of light in order to ensure that a clear photo is produced. Allowing for ample lighting will reduce the number of photos that will be discarded due to blurry images. Good lighting will also reduce or prevent shadows from developing on the parts you are photographing.

• Using a tripod or firm foundation to hold the camera when taking pictures will also reduce any opportunity for producing blurry and unusable images.

• Be sure that the photo is in focus. Review the photos before sending the photos off to ensure that the photos show the problem clearly. Remove photos that are blurry or out of focus.

• Some "post processing" may be necessary. Crop out unnecessary portions of pictures. Brighten the image if the image is a little dark. Add arrows and descriptions to draw attention to smaller details in large photos.

• When providing detailed close up photos, always include a complete zoomed out photo of the entire machine or component. For example on a cracked push arm of a tractor, supply a photo of the entire tractor. Then, provide a zoomed in view of the front of the tractor including the entire push arm. Next, provide a zoomed in view of only the push arm. The next photo should be a zoomed in view of the entire crack. Also, include a zoomed in view of the crack to indicate severity. Be sure to indicate where the crack is located by using arrows during post processing of the photo.

• When indicating problems such as cracks in welds, in structures, or scratches or scoring, the zoomed in view of the entire defect should indicate size. Indicate size by taking a photo with a tape measure or ruler to provide clear indication of the size of the defect.

• Take photos of components against a white background where possible to help improve the photo. This procedure will increase the clarity of the photo especially when taking photos of components with a high reflectivity such as chrome rods.

• If the flash on the camera is covering the defect on the component, increase the ambient light, and turn off the flash.

• When using photos for comparison, try to take side by side photos to indicate the comparison clearly. Use arrows to indicate the features you are comparing.

• When submitting photos with a DSN service request or in an E-mail, use WinZip or Win RAR to compress the files into one file. This process allows the recipient to open the file at once rather than downloading multiple photos one at a time.

• When taking photos of components, unless the photo is to indicate a leaking issue, wipe oil and debris away from the area. Removing oil and debris will help to provide a clear photo of the problem area.

• When the file is too large to send through the DSN system or in an E-mail, use the Caterpillar Secure Internet File Transfer (SIFT). SIFT is located at sift.cws.cat.com.

• Always refer to the operation manual for the camera for advise on to achieving quality photos and video.

Illustration 1	g02175042
Use arrows to draw attention to the item in the photo.

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A side by side comparison shot will help the analyst or technician understand where the problem is on your component. Arrows indicate the problem area.

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Taking an overall photo will help indicate where your issue is on a large part. The overall photo will help indicate where the zoomed in photo is located.

Illustration 4	g02175046
Zoomed in photo example.

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This photo shows the importance of proper lighting.

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This photo is an example of how poor lighting can hide important features.

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This photo is an example of good labeling.

Illustration 8	g02175054
This photo is an example of a bad picture. The photo is out of focus and blurry. You are unable to determine what is shown in the photo.

Tips and Tricks for Recording Technical Video

Listed below are some pointers that will help produce quality videos that will convey the information you are trying to share.

• When providing video evidence of a machine issue, provide a shot of the machine ID plate showing serial number, and the service hours on the machine.

• If providing a zoomed in video, take an overall shot. Show what function the machine is performing before zooming down to the evidence of the problem.

• When recording video, use a tripod or firm foundation where applicable. A steady video will help the analysts understand the issue.

• Be sure that the video is in focus.

• When capturing a noise issue, try to get the machine in an area where there is little to no ambient noise.

• Highlight points in the video via narration to direct attention to key portions of the video.

• Review the video prior to sending to ensure that the problem is accurately recorded. Verify that any concerns of noise issues are audible in the video.

• Save the video file as a .wmv or .mov file.

• Due to the large file size of most videos, use Caterpillar's Secure Internet File Transfer (SIFT) to submit the video. SIFT is found at sift.cws.cat.com.