Fault reporting for passenger information systems

[TUC]

The information screens at Sowerby Bridge have been out of order for over a week. Worse, they have not even updated for GMT, so the photo below, showing 0802, was actually taken at 0702. I was going to report the fault myself, but someone got in ahead of me on Twitter, making the same points about length of time of the fault and the failure to reflect the time change. The response on Twitter was they would get the fault reported. However, this did make me wonder. I assumed that the system would automatically remotely report when it had a fault, but Northern's response made me question this. Is it dependent upon passengers reporting faults rather than it being an automatic proces?

 

[station_road]

The display has probably lost it's connection to the network, which would explain why the time hasn't updated (and may mean it can't report it's status). Station staff would normally report faults - even at unstaffed stations, someone will visit fairly regularly for cleaning etc. But depending on the fault, it could take a while to fix even once the right people are aware.

 

[Sonik]

The display has probably lost it's connection to the network, which would explain why the time hasn't updated (and may mean it can't report it's status). Station staff would normally report faults - even at unstaffed stations, someone will visit fairly regularly for cleaning etc. But depending on the fault, it could take a while to fix even once the right people are aware.

That's a bit naff.

It's not difficult to centrally detect lost connections. Albeit things do get lost in the noise in a large network.

 

[Scott1]

It has lost its connection. I'm not sure if it can self report a lost connection, but it's not monitored at my TOC, so it stays broken till we get a tweet or phone call from someone.

 

[skyhigh]

The information screens at Sowerby Bridge have been out of order for over a week.

There is a shortage of spares for the system which is making it harder to repair faults. There is a rolling programme between now and late 2023 to replace older/no longer supported systems across Northern, so it's likely that they're waiting for a matching system to be withdrawn so they can use the parts from that. Sowerby itself is due an upgraded system, though I don't know when.

 

[Sonik]

It has lost its connection. I'm not sure if it can self report a lost connection, but it's not monitored at my TOC, so it stays broken till we get a tweet or phone call from someone.

AIUI the PIDs are on an IP network, so it should be possible for the central servers to detect the loss of connection to any device.

Depending how it's implemented of course. But in a geographically dispersed system such should be standard as it's not very difficult.

The problem often is that in a very large network there are many small faults so alerts get missed.

 

[CyrusWuff]

AIUI the PIDs are on an IP network, so it should be possible for the central servers to detect the loss of connection to any device.

Depending how it's implemented of course. But in a geographically dispersed system such should be standard as it's not very difficult.

The problem often is that in a very large network there are many small faults so alerts get missed.

If memory serves, Northern are one of the few TOCs using KeTech Keinform+ for their Customer Information System. As such, there are two places to find fault details: The first is a screen that lists every display at a given station and shows the status; the second is a list of all of the devices with faults, sorted by station.

Neither screen is the default view when you choose the appropriate menu option, and there's no real-time alert when faults occur.

 

[Sonik]

If memory serves, Northern are one of the few TOCs using KeTech Keinform+ for their Customer Information System. As such, there are two places to find fault details: The first is a screen that lists every display at a given station and shows the status; the second is a list of all of the devices with faults, sorted by station.

Neither screen is the default view when you choose the appropriate menu option, and there's no real-time alert when faults occur.

Interesting, thanks for info.

Looks like better monitoring of the status of PIDs would not be difficult. It's all in the software/staff use of monitoring functions; and not being a safety critical system, that should be relatively easy to change e.g. by putting the fault screen on a wallboard somewhere it will get noticed.

Someone senior enough just needs to see it as a problem that needs to be addressed, but this could be a really easy win compared to a lot of other problems on NT.

 

[TUC]

Now over two weeks, still not working and still showing the incorrect time.(Photo was taken at 0756).
.
I note what is said above about repair issues, but the fact that two weeks later no one has even stuck some paper notices up saying 'we're really sorry the information screens aren't working and are showing the incorrect time. We working to get this fixed as soon as possible' confirms the view that Norther
n have no focus on detail.