Frequently Asked Questions
Expert Diagnostic System (EDS)
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How do I report a problem with an EDS solution?
What should I do if I see problems with the EDS application I.e. Misplaced buttons, blank pages,
error messages, etc.?
What do I do if the link to a procedure is broken?
How can I get EDS access for a new user?
I have moved to a new branch, how do I obtain access to a different Workgroup?
How do I find any relevant Fault Code information?
How do I change the language in EDS?
I’ve changed the language but I still see the QSOL procedure in English. Why does this happen?
How are solutions chosen and ordered?
What do I do if EDS does not resolve the problem?
What is supposed to happen when I escalate a Diagnostic Session?
How long will my EDS session stay active before I am automatically logged out?
I can’t find a Diagnostic Session when I check my Workgroup. How do I locate it?
Why can’t I continue a Diagnostic Session?
I can’t find my previously searched solutions though they appear in the audit trail. How do I
locate them?
I entered an incorrect ESN. How do I correct it?
What should I do if a Diagnostic SRT is not available?
What should I do if I feel the Diagnostic SRT(s) is not properly aligned to Diagnostic direction?
What should I do if I feel the Diagnostic SRT times are incorrect?
What should I do if my engine SMN is not supported?
What should I do if I can’t get into EDS?
How do I handle multiple complaints in a Diagnostic Session?
Which fault code should I Troubleshoot: Active or Inactive codes?
When should I perform Campaigns/TRPs?
What System settings are required for EDS?
EDS Web Based Training (WBT)
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I can’t get into web based training. What should I do?
Credit for my EDS WBT is not reflected in ProMotion. Why does this happen?
What System settings are required for WBT?
What does the WBT offer?
EDS Simulator
30. What is the difference between EDS and EDS simulator?
1. How do I report a problem with an EDS solution?
Click the “Report a Problem with This Solution” link in the verification/repair pages. Describe the issue,
including as much detail as possible.
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2. What should I do if I see problems with the EDS application I.e. Misplaced buttons, blank pages,
error messages, etc.?
File a Help Ticket. Complete the Help Desk form. Please make sure that the email address in the form is
valid as it will be used for follow-up communications. If the email address is incorrect, you may enter the
correct address in the form. Be sure to provide the same Engine Serial Number that was provided in the
session with the error. You can file a help ticket from the Quickserve.cummins.com website or the
insite.cummins.com website. Select Feedback/Help link (bottom of page) and select “Expert Diagnostic
System” under the module. For more immediate assistance you can call the Electronic Service Tools Help
Desk @ 1-800-433-9341, Option 2.
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3. What do I do if the link to a procedure is broken?
If you click on a link to a procedure and you are presented with an error message or blank screen, report
this using the “report a problem with this solution” link (located at the right of the verification/repair
page).
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4. How can I get EDS access for a new user?
Locations which currently have a subscription to EDS will automatically have access to the EDS
application. If someone at a location with an active EDS subscription is unable to access the EDS tool,
please contact your Distributor. Other users e.g. employees, should file a help ticket (Refer to question
2). Select Distributor and Dealer locations have been authorized to use EDS for the release phases
scheduled in 2012.
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5. I have moved to a different branch, how do I view diagnostic sessions for the new branch?
In order to view diagnostic sessions for the new branch, one’s workgroup will need to be reassigned.
Please contact your local Cummins Distributor and provide the new branch location. You will then be
reassigned appropriately. Note: This process does not occur automatically.
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6. How do I find any relevant Fault Code Information?
EDS provides fault Code information (i.e. name and description) and a Fault Code Overview for each
Fault Code. If a symptom has been entered into the free text search box, a list of fault codes is displayed.
Beside each fault Code there is a question mark symbol. Hovering over this symbol will provide the fault
code description. Clicking on the symbol will provide the fault code overview. Any fault code selected
will be available in the status bar throughout the period of the diagnostic session.
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7. How do I change the language in EDS?
Click the button “English” (currently the default) at the top right of the screen. You can now select a
preferred language from amongst the current options: German, Spanish and French. Once a language
has been selected, subsequent verification and repair manuals should appear in the chosen language.
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8. I’ve changed the language, but I still see the QSOL procedure in English. Why does this happen?
If a verification and repair manual still appears in English after changing the language, it has not yet been
translated in QuickServe Online (QSOL) and is currently only available in English.
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9. How are solutions chosen and ordered?
The order of EDS solutions is based on historical repair information. A solution may be moved upward or
downward in the list based on engine repair logic, frequency of repair etc. For more immediate
complaints about a solution, use the “report a problem with this solution” feature at the right side of
the solution’s verification and repair page.
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10. What should I do if EDS does not resolve the problem?
If EDS does not resolve the problem, you are to follow the appropriate escalation process. If you need
diagnostic assistance with engine repair or if you have exhausted the solutions provided by EDS and root
cause has not been identified, contact:
Distributors: Contact Distributor Technical Support for Cummins troubleshooting and repair information
support.
Dealers: Contact RAPIDSERVE @ 1-800-832-4282. For in-warranty diagnostic support, please select
option “1”. For out-of-warranty diagnostic support, please select option “2”.
Fleets and National Accounts: Contact your normal Service representatives.
Note: Please make sure your Diagnostic Session Identification (DSID) is available when calling.
To report a problem or request technical assistance with navigation or performance in EDS, contact:
United States & Canada: Call the Electronics Service Tools Help Desk 1-800-433-9341, Option 2. The
Electronic Service Tools Help Desk is monitored Monday – Friday, 7:00am – 7:00pm Eastern Standard
Time (EST).
Elsewhere: Click on the “Help” button in EDS and submit a ticket.
Once a resolution has been found include a description of the resolution of the issue in the closure
comments. If an ETSR was opened, include the ETSR number.
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11. What is supposed to happen when I click on the escalate button in EDS?
When you click on the escalate button, EDS will prompt you to attach an insite job image (eif). You must
contact the required support person – indicated in the displayed escalation document -- and provide the
appropriate DSID. The DSID will enable the support person to immediately access all the relevant
information to provide timely support.
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12. How long will my session stay active before I am automatically logged out?
A session with no activity (i.e. the user does not perform any action) will normally stay active for about 6
hrs before the user gets logged out. After 6 hrs the session will be reassigned to the appropriate
workgroup, and the user will have to log back into EDS
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13. I can’t find a Diagnostic Session when I check my Workgroup. How do I locate it?
If a Diagnostic Session (DS) for a branch is not available in the “My workgroup” tab, it is likely either the
DS has been closed – as a closed DS is removed from the Workgroup list after 5 days -- or that the DS
does not belong to your assigned Workgroup. If a session has been closed and you know the DSID, you
can search for it by selecting the DSID tab, entering the DSID, and clicking search. Otherwise, you can
search for a DSID, if the ESN is available, by selecting the repair history button (top right of the Worklist
page) and entering the applicable ESN.
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14. Why can’t I continue a Diagnostic Session?
If you are unable to continue a DS it is likely the session is currently assigned to another user.
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15. I can’t find my previously searched solutions though they appear in the audit trail. How do I locate
them?
In order to display a previous solution set which is not visible, you will need to reset the search and
enter the symptoms as previously done. For example if you initially searched the following symptoms:
black smoke, No fault codes and Engine noise symptoms, re-enter these symptoms into the free-textsearch to locate the corresponding solution set.
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16. I entered an incorrect ESN. How do I correct it?
If an incorrect ESN has been entered, please close the session as invalid and reopen another session
with the correct ESN. Once a valid ESN has been entered it cannot be altered.
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17. What should I do if a Diagnostic SRT is not available?
If a diagnostic SRT is not available in EDS, refer to the QSOL SRT database for an appropriate diagnostic
SRT. If an appropriate diagnostic SRT is not found on QSOL, claim your actual time as 99-999 time. For
further questions/clarifications, contact your Warranty Group Leader or applicable Rapidserve Agent.
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18. What should I do if I feel a Diagnostic SRT is not properly aligned to Diagnostic direction?
If you feel that the given Diagnostic SRT is not properly aligned with the given diagnostic direction,
please file a QSOL ticket. Do include the applicable EDS Solution number ("K"XXXXXXXX) and the Service
Model Name or ESN.
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19. What should I do if I feel the Diagnostic SRTs are Incorrect?
If you feel that the given Diagnostic SRTs (A thru D times) are incorrect, please follow the current SRT
challenge process.
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20. What should I do if my engine SMN is not supported?
If an SMN is not supported, please troubleshoot using the current process (QSOL).
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21. What should I do if I can’t get into EDS?
If you cannot access EDS and have been provided access to the tool, please file a help ticket (Refer to
question 2).
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22. How do I handle multiple complaints in a Diagnostic Session?
Troubleshoot multiple engine complaints by troubleshooting each complaint separately. If there is an
active fault code, enter the fault code. If there are no fault codes, enter the symptom. Perform the
required verification/repair in the solution(s), reset the search and then troubleshoot the next
complaint. Only one Diagnostic Session should be created per Work Order.
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23. Which fault code should I troubleshoot: Active or inactive codes?
If you have multiple fault codes enter the fault code most related to the customer complaint. If you have
both an active and inactive fault code, troubleshoot the active fault code first. If there are any active
fault codes, troubleshoot the inactive fault codes that have occurred within the last eight hours. If there
are any inactive fault codes related to: low oil pressure, high coolant temperature or high blowby, then
troubleshoot that fault code.
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24. When should I perform Campaigns/TRPs?
Perform any open Campaigns and/or TRPs prior to performing any other actions in EDS.
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25. What System settings are required for EDS?
Hardware – The same laptop or desktop PC used to connect to QuickServe Online will support EDS. EDS
offline (SOLO) mode requires approximately 100mb of Local Hard Drive Space
Personal Computer – Windows (2000/XP/Vista/7 or later versions)
Internet Connection – Broadband Recommended (Cable/DSL/T1)
Web Browser – EDS strongly recommends a standards compliant browser (Internet Explorer 8, Mozilla
Firefox 3+ or later versions)
Please Note the following:
-Cookies should be enabled on the browsers.
-Disable third-party browser extensions by selecting Tools-> Internet Options-> Advanced and Uncheck
“Enable third-party browser extensions”
-Enable Compatibility view for EDS sites by selecting Tools-> Compatibility view settings and adding the
following addresses to the Compatibility View: eds. Servigistics.com, eds-train.servigistics.com,
cumminsedstraining.servigistics.com
- In the event EDS does not function with the above settings, reset the browser: Tools-> Internet
Options-> Advanced -> Reset Internet Explorer settings -> Reset.
26. I can’t get into Web Based Training (WBT). What should I do?
If you cannot get into WBT, though you have been provided access to the EDS tool (access provided to
EDS should enable one to access the WBT application as well), or if you are experiencing problems with
the application, please contact the WBT Support team @ 1-800-239-5930/cvcsupport@techcom.com.
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27. Credit for my EDS WBT is not reflected in ProMotion. Why does this happen?
Credit for online training will not be transferred to ProMotion if there is a discrepancy between your
ProMotion account information (e.g. WWID, Name etc.) and your QSOL account information (WWID,
Name etc.). This will have to be corrected for credit to be transferred. If you have completed the Online
training, but your ProMotion ID reads Promo-9999, there is an issue with your account information
which will need to be corrected before credit will be given. Please contact your Distributor.
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28. What System settings are required for WBT?
WBT has similar system requirements to those for EDS (please refer to Question 25).
Please Note the following:
- Cumminsedstraining.com should be a trusted site (internet Options -> Security-> Trusted Site).
- The latest version of Java RTE is recommended.
- The latest version of Flash Player is recommended.
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29. What does the WBT offer?
The WBT provides a step by step guide on how to and when to use the EDS online/ EDS offline (Solo)
version. Various diagnostic scenarios are reviewed, examples situations are provided, and an
assessment is used to ensure thorough understanding.
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30. What is the difference between EDS and EDS Simulator?
EDS is the “Production” version, only to be used on actual work Orders, whereas EDS Simulator is the
“Practice” version to be used to gain familiarity with the system or creating “test DSs”. EDS and EDS
simulator are updated with the same content.
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