PRODUCT SUPPORT PROGRAM FOR UPDATING PRODUCT LINK SOFTWARE ON CERTAIN 773E AND 777E OFF-HIGHWAY TRUCKS Caterpillar

PRODUCT SUPPORT PROGRAM FOR UPDATING PRODUCT LINK SOFTWARE ON CERTAIN 773E AND 777E OFF-HIGHWAY TRUCKS

Usage:

TEBE7665-12

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04May2018

(Revised 17May2019)

U-260

D-227

O-232

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Before/After	PRODUCT SUPPORT PROGRAM FOR UPDATING PRODUCT LINK SOFTWARE ON CERTAIN 773E AND 777E OFF-HIGHWAY TRUCKS
7606 7610 7620 7490 4020		PS45868

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NOTE:

Caterpillar’s obligations under this Service Letter are subject to, and shall not apply in contravention of, the laws, rules, regulations, directives, ordinances, orders, or statutes of the United States, or of any other applicable jurisdiction, without recourse or liability with respect to Caterpillar.

NOTE:

This Program must be administered either before or after failure. In either case the decision whether to apply the Program is made by the dealer. When reporting the repair, use "PS45868" as the Part Number and "7755" as the Group Number. If administered before failure, use "56" as the Warranty Claim Description Code and "T" as the SIMS Description code. If administered after failure, use "96" as the Warranty Claim Description Code, and "Z" as the SIMS Description Code.

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NOTE:

The information supplied in this service letter may not be valid after the termination date of this program. Do not perform the work outlined in this Service Letter after the termination date without first contacting your Caterpillar product analyst.

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NOTE:	This Revised Service Letter replaces the 04May2018 (Revised 23Apr2019) Service Letter. Changes have been made to the Affected Product.

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TERMINATION DATE

31Dec2019

PROBLEM

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With previous Product Link Network Manager (PLE601) software installed the Network Manager may fail in a way that the Network Manager will no longer communicate. In some instances the Network Manager can be reflashed, but in others the Network Manager would need to be replaced. New software has been released to correct this issue.

AFFECTED PRODUCT

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Model	Identification Number
*****Group 1*****
773E	DJS00100-00193 PRB00102-00103, 105-108, 111-119, 121-126, 129-131, 136-141, 144-178, 182-204, 206-208, 213-223, 225-226, 228-238, 241-283, 285-298, 301-303, 305-342, 344-351, 353, 355-356, 360-398, 400-457, 459-479

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*****Group 2*****
777E	KDP00202-00203, 206-219, 221-223, 225-284, 286-298, 300, 303-310, 312-325, 329-359, 361-418, 420-500, 502-571, 573-574, 576-606, 609-639, 644-645, 650, 652-655, 657-687, 689-695 KDZ00202-00210, 212-217, 219-220, 222-223, 225-231, 233-242

PARTS NEEDED

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Qty	Part Number	Description
*****Group 1*****
1	20R6220	PLE601 Network Manager (After Failure Only)
1	5456170	PLE601 Configuration file for 773E QCT
1	5599492	2018.2 PL631 Satellite Radio Software (If needed)
1	5600261	PL641 Cellular Radio Software (If needed)
1	5624323	2017B Chassis Software for E-Series QCT
1	5743743	2017B.3 PLE601 Network Manager Software Const
In order to allow equitable parts availability to all participating dealers, please limit your initial parts order to not exceed 20% of dealership population. This is an initial order recommendation only, and the ultimate responsibility for ordering the total number of parts needed to satisfy the program lies with the dealer.
*****Group 2*****
1	20R6220	PLE601 Network Manager (After Failure Only)
1	5599492	2018.2 PL631 Satellite Radio Software (If needed)
1	5600261	PL641 Cellular Radio Software (If needed)
1	5624323	2017B Chassis Software for E-Series QCT
1	5624324	PLE601 Configuration file for 777E QCT
1	5743743	2017B.3 PLE601 Network Manager Software Const
In order to allow equitable parts availability to all participating dealers, please limit your initial parts order to not exceed 20% of dealership population. This is an initial order recommendation only, and the ultimate responsibility for ordering the total number of parts needed to satisfy the program lies with the dealer.

ACTION REQUIRED

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Refer to the attached Rework Procedure.

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SERVICE CLAIM ALLOWANCES

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Product smu/age whichever comes first	Caterpillar		Dealer Suggested		Customer Suggested
Product smu/age whichever comes first	Parts %	Labor Hrs%	Parts %	Labor Hrs%	Parts %	Labor Hrs%
*****Group 1*****
0-500000 hrs, 0-720 mo	100.0%	100.0%	0.0%	0.0%	0.0%	0.0%

NOTE: This is a 1.8-hour job for Group 1
An additional 0.7 hours is allowed if need to replace PLE601 Network Manager ECM as per the Rework Procedure. Reasonable Travel Time and Mileage is allowed.

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Product smu/age whichever comes first	Caterpillar		Dealer Suggested		Customer Suggested
Product smu/age whichever comes first	Parts %	Labor Hrs%	Parts %	Labor Hrs%	Parts %	Labor Hrs%
*****Group 2*****
0-500000 hrs, 0-720 mo	100.0%	100.0%	0.0%	0.0%	0.0%	0.0%

NOTE: This is a 1.8-hour job for Group 2
An additional 0.7 hours is allowed if need to replace PLE601 Network Manager ECM as per the Rework Procedure. Reasonable Travel Time and Mileage is allowed.

PARTS DISPOSITION

NACD:
Hold the failed PLE601 for a Parts Return Request (PRR). A Parts Return Request (PRR) will be issued to you through the Send-It-Back process after the claim is submitted. Make sure to list the service letter program number on the packing slip and include the closed work order paperwork.

EAME, LACD, and APD:
Hold the failed PLE601 for 30 days for a possible Parts Return Request (PRR). Make sure to list the service letter program number on the packing slip and include the closed work order paperwork.

If a Parts Return Request (PRR) is not issued to you after 30 days through the Send-It-Back process, handle the parts in accordance with your warranty bulletin on warranty parts handling.

Rework Procedure

Group Number 1

Note: If the Network Manager is determined to need replaced, contact the Product Link hardware support hotline to assist with troubleshooting and to verify a hardware failure PRIOR to device replacement. Dial the DSN phone number at 309-636-8500 and select Prompt #2. After troubleshooting steps are conducted and verified and the Network Manager is determined to need replacing, a validation number will be provided that will need to be included within the claim. Any claims that do not include this validation number for failed hardware will be reviewed for potential debiting of the claim amount.

Before going to the Customer Site:

1. Download the following flash files to your pc for updating the PLE601 Network Manager, PL641/PL631 radio, and Chassis software.
.

Image1.1.1

At the Machine:

2. Connect to the PLE601 following the instructions from REHS8850, section "Flashing the PLE601 Network Manager". If no Network Manager is detected, check all wiring and connections and try again. If the Network Manager continues to not be detected, contact the Product Link hardware support hotline to assist with troubleshooting and to verify a hardware failure PRIOR to device replacement. Dial the DSN phone number at 309-636-8500 and select Prompt #2. If the Network Manager is detected, proceed to Step 3. After troubleshooting steps are conducted and verified and the Network Manager is determined to need replacing, a validation number will be provided that will need to be included within the claim. Any claims that do not include this validation number for failed hardware will be reviewed for potential debiting of the claim amount. If hardware replacement is necessary, replace with a different PLE601 Network Manager as per the ?Network Manager Replacement? section of REHS8850. Ensure the failed PLE601 is retained to send it back. Refer to the Parts Disposition. An ?After Failure? claim will need to be filed using the 20R6220 reman part number.

3. If the Network Manager did not need to be replaced:
A. Download a Cat Electronic Technician (Cat ET) Product Status Report.
B. Use the ECM replacement functionality in Cat ET and save the file locally.
C. Download all VIMS data, using VIMSpc (if applicable).
D. Navigate to the Service Dashboard and note any standard/customer configuration files, and any custom settings (ECM Exclusions, Modbus configurations, etc.).

4. Flash the PLE601 with the part number as seen in Image 1.1.1 (or later if available). If flash completes in less than 35 minutes, proceed to step 5. If during the flash, flash time exceeds 35 minutes, cycle power from asset using master disconnect. If no disconnect is present, remove 70-pin connector for 10 seconds before replacing. Ensure that Cat ET is completely shut down, and the laptop connection is removed from the asset for at least 3 minutes. Reconnect to the asset, and attempt the flash again - if flash continues to take longer than 35 minutes, contact the Product Link hardware support hotline to assist with troubleshooting and to verify a hardware failure PRIOR to device replacement. Dial the DSN phone number at 309-636-8500 and select Prompt #2. After troubleshooting steps are conducted and verified and the Network Manager is determined to need replacing, a validation number will be provided that will need to be included within the claim. Any claims that do not include this validation number for failed hardware will be reviewed for potential debiting of the claim amount. If hardware replacement is necessary, replace the Network Manager as per the ?Network Manager Replacement? section of REHS8850. Ensure the failed PLE601 is retained to send it back. Refer to the Parts Disposition. An ?After Failure? claim will need to be filed using the 20R6220 reman part number.

PLEASE BE AWARE: When a ?blanked? (missing firmware) PLE601 is flashed with new firmware, by default the Product ID will be set to CAT00000. Because of this, it is very likely that the asset will lose any subscriptions previously set, even if the correct Product ID is set right away. Please double-check to make sure that all subscriptions remain active after flashing.

5. Update any configuration files including the PLE601 configuration file as seen in Image 1.1.1, as well as any settings (from step 3) if necessary. Ensure that all subscriptions are up-to-date and remain set as expected.

6. If relevant, update PL641 radio and PL631 radio with part numbers as seen in Image 1.1.1 (or later if available).
.

Group Number 2

Image2.1.1

At the Machine:

2. Connect to the PLE601 following the instructions from REHS8850, section "Flashing the PLE601 Network Manager". If no Network Manager is detected, check all wiring and connections and try again. If the Network Manager continues to not be detected, contact the Product Link hardware support hotline to assist with troubleshooting and to verify a hardware failure PRIOR to device replacement. Dial the DSN phone number at 309-636-8500 and select Prompt #2. If the Network Manager is detected, proceed to Step 3. After troubleshooting steps are conducted and verified and the Network Manager is determined to need replacing, a validation number will be provided that will need to be included within the claim. Any claims that do not include this validation number for failed hardware will be reviewed for potential debiting of the claim amount. If hardware replacement is necessary, replace with a different PLE601 Network Manager as per the ?Network Manager Replacement? section of REHS8850. Ensure the failed PLE601 is retained to send it back. Refer to the Parts Disposition. An ?After Failure? claim will need to be filed using the 20R6220 reman part number.

3. If the Network Manager did not need to be replaced:
A. Download a Cat Electronic Technician (Cat ET) Product Status Report.
B. Use the ECM replacement functionality in Cat ET and save the file locally.
C. Download all VIMS data, using VIMSpc (if applicable).
D. Navigate to the Service Dashboard and note any standard/customer configuration files, and any custom settings (ECM Exclusions, Modbus configurations, etc.).

4. Flash the PLE601 with the part number as seen in Image 1.1.1 (or later if available). If flash completes in less than 35 minutes, proceed to step 5. If during the flash, flash time exceeds 35 minutes, cycle power from asset using master disconnect. If no disconnect is present, remove 70-pin connector for 10 seconds before replacing. Ensure that Cat ET is completely shut down, and the laptop connection is removed from the asset for at least 3 minutes. Reconnect to the asset, and attempt the flash again - if flash continues to take longer than 35 minutes, contact the Product Link hardware support hotline to assist with troubleshooting and to verify a hardware failure PRIOR to device replacement. Dial the DSN phone number at 309-636-8500 and select Prompt #2. After troubleshooting steps are conducted and verified and the Network Manager is determined to need replacing, a validation number will be provided that will need to be included within the claim. Any claims that do not include this validation number for failed hardware will be reviewed for potential debiting of the claim amount. If hardware replacement is necessary, replace the Network Manager as per the ?Network Manager Replacement? section of REHS8850. Ensure the failed PLE601 is retained to send it back. Refer to the Parts Disposition. An ?After Failure? claim will need to be filed using the 20R6220 reman part number.

PLEASE BE AWARE: When a ?blanked? (missing firmware) PLE601 is flashed with new firmware, by default the Product ID will be set to CAT00000. Because of this, it is very likely that the asset will lose any subscriptions previously set, even if the correct Product ID is set right away. Please double-check to make sure that all subscriptions remain active after flashing.

5. Update any configuration files including the PLE601 configuration file as seen in Image 2.1.1, as well as any settings (from step 3) if necessary. Ensure that all subscriptions are up-to-date and remain set as expected.

6. If relevant, update PL641 radio and PL631 radio with part numbers as seen in Image 2.1.1 (or later if available).