compact-guardlogix-5370-controller-product-notice
Product Safety Group
1201 South Second Street
Milwaukee, WI USA 53204
productsafety@ra.rockwell.com
PRODUCT NOTICE
Notice of Potential Product Concern
Rockwell Automation issues a Product Notice when it identifies a product(s) anomaly that may cause commercial or customer satisfaction concerns.
Compact GuardLogix 5370 Controller Inaccurate Maximum Observed Network Delay Value
Reference: 2017-05-003
Date: May 2017
This Product Notice informs you of a potential anomaly that exists with the firmware for the Compact GuardLogix® 5370 Controller. The Maximum Observed Network Delay (MOND) diagnostic value is incorrectly calculated and reported. Customers are advised not to use this value when performing system design and analysis.
PRODUCT NOTICE
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– Product Identification –
Firmware for the Compact GuardLogix 5370 Controller is affected by this anomaly. Affected firmware versions are 28.011, 28.012, 29.011, 30.011, and 30.012. This firmware is used on product catalog numbers 1769-L30ERMS, 1769-L33ERMS, 1769-L36ERMS, 1769-L33ERMOS, 1769-L36ERMOS, and 1769-L37ERMOS.
Important – Product hardware is not affected by this anomaly. Hardware should not be returned on this Product Notice.
The currently installed firmware may be obtained through the use of Rockwell Automation network and programming tools. Refer to the user manual for your product for additional information.
– Description –
When the Compact GuardLogix 5370 Controller receives a safety packet, the Maximum Observed Network Delay (MOND) diagnostic value is recorded and displayed on the Safety tab of the Module Properties dialog. This value may be used to perform system design and analysis. On affected product, the MOND value is incorrectly calculated and should not be used for system design or analysis.
For more information on the MOND diagnostic refer to the Compact GuardLogix 5370 Controllers User Manual, Rockwell Automation Publication 1769-UM022B, available for download from the Rockwell Automation Literature Library.
– Temporary Workarounds –
Customers are advised not to use the MOND value reported for the Compact GuardLogix 5370 controller. Customers who require this diagnostic to complete system design and analysis are advised to use results from the use of 1768 Compact GuardLogix or 5570 GuardLogix Controller.
– Correction –
Correction requires updating the controller firmware. Rockwell Automation is currently implementing a correction and will update the Rockwell Automation Knowledgebase article for this Product Notice when available. Rockwell Automation currently estimates available of the V31 firmware during the 1st calendar quarter 2018.
If you’d like to receive an email notification when firmware correcting this anomaly is available for download, a sign up link has been made available at the end of Knowledgebase article ID 1047333.
– Requested Customer Action –
Rockwell Automation requests you take the following actions:
 Check if you have a product affected by this Product Notice. Refer to the Product Identification and Description sections of this document for product identification assistance.
 Implement the actions listed in the Temporary Workarounds section until a corrective action can be implemented.
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 If you need additional assistance, please contact Rockwell Automation Technical Support. See Appendix A for local telephone numbers. Customers without TechConnect contracts should reference this Product Notice when calling.
 Customers with TechConnect contracts may be able to chat online with support representatives. Reference this Product Notice when connected to a support engineer.
The most current version of this Product Notice is posted on the Rockwell Automation Support Center, http://www.rockwellautomation.com/knowledgebase, as ID number 1047333. Additional languages may also be available at the end of this article attached as downloadable PDF documents.
Customers using the Rockwell Automation Support Center in a non-English language should search for the document by the article ID number listed above. The resulting article ID for non-English postings may be different than the listed article ID number.
If this Product Notice does not affect you because you do not have the products any longer, or if you are a Distributor, Rockwell Automation asks that you forward a copy of this notice, with any identifying documentation, immediately to the person or company that now has the product. We also ask that you contact Rockwell Automation Technical Support and provide the location of the affected units.
We appreciate your immediate cooperation. If you have any questions, please contact us.
Sincerely,
ROCKWELL AUTOMATION
You can register for Automatic Product Safety Advisories and Product Notices from Rockwell Automation by email. Go to the Support web page at http://www.rockwellautomation.com/support and click the Visit the Technical Support Center link. Sign in with your Tech Connect Account or free Rockwell Automation Member Account and you can subscribe to important product updates, including Product Safety Advisories and Product Notices.
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Appendix A
Regional Technical Support Information
The following list can help you to contact the correct technical support center for your location. If your country is not listed, you can find a customer support number for your location on http://www.rockwellautomation.com/support/ by clicking Get Support Now, selecting your country, and clicking the Phone/OnSite Support tab.
Region / Country
Phone Number ( ) International Code
Region / Country
Phone Number ( ) International Code
Asia/Pacific
Europe
Australia
1 800 762 593
Austria
(49) 211 41553 664
China
400 620 6620
Belgium
(32) 2 716 8411
Hong Kong
+852 2887 4666
Czech Republic
(420) 28401 5911
India
1 800 2000 121
Denmark
(45) 43 466 006
Japan
03 3206 2785
Finland
(358) 958 447 419
Korea
(82) 2 2188 4400
France
(33) 825303132
Malaysia
1 800 80 4851
Germany
(49) 211 41553 664
New Zealand
0800 27 27 25
Hungary
(420) 28401 5911
Taiwan
080 902 0908
Ireland
(44) 01908 635245
Thailand
(66) 2936 1500
Italy (Brescia, Milano e Padova)
(39) 199 11 99 00
Caribbean
Italy (Bologna,Firenze,Napoli, Roma e Torino)
(39) 199 11 99 22
All Countries (English)
(1) 440 646 3223
Morocco
(33) 825303132
All Countries (Español)
(1) 440 646 3650
Netherlands
(31) 10 266 55 80
Central America
Poland
(48) 22 32 60 707
Argentina
800.666.0320
Portugal
(1) 440 646 3223
Belize
(1) 440 646 3650
Slovakia
(420) 284015911
Bolivia
(54) 800 10 0632
Spain
(34) 902 30 93 30
Brazil
(55) 11 5189 9500
Sweden
(46) 46 19 93 91
Chile
800.53.0012
Switzerland (German)
(41) 0844 84 84 11
Colombia
01.800.700.2107
Switzerland (French)
(41) 0844 84 84 12
Costa Rica
0800.013.1215
Switzerland (Italian)
(41) 0844 84 84 13
Ecuador
58.212.949.0611
United Kingdom
(44) 01908 635245
El Salvador
(52) 55 5246 2010
North America
Guatemala
1.800.288.0108
Canada
(1) 440-646-3223
Honduras
(52) 55 5246 2010
United States
(1) 440-646-3223
Mexico
001.888.365.8677
Nicaragua
(52) 55 5246 2010
Panama
001.800.203.3475
Paraguay
(54) 11 5554 4000
Peru
0800.535.36
Suriname
(1) 440 646 3650
Uruguay
(54) 11 5554 4000
Venezuela
800.1.00.3062
If you have a TechConnect Contract, please use the telephone number supplied to you with the contract.

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