Technical Support

Our skilled Engineers and Technical Staff are at Client's disposal to solve doubts and technical queries, besides giving suggestions regarding the best choice of Eltra's encoder, in accordance to the specific application needs.

To request support pre- and post-sale, please fill the Technical Support Form on-line, providing all the details necessary to indentify and to help solving the problem for which the assistance is requered.

For urgent matters, please contact our Offices, from Monday to Friday, from 08:30 a.m. to 12:30 p.m. and from 1:30 pm to 5:30 pm (GMT +1).

Sales Assistance

For enquiries regarding sales, please fill in the on-line Sales Assistance Form to receive rapidly support and information about the status of shipments and deliveries, product availability and contact details of our area distributor or reseller.

Our Sales Team will do their best to reply as soon as possible.

 

 

Express Service

Machinery breakdown?express8
Forgot to place the order?          No problem!
Emergency?

Eltra offers an easy and efficient solution to solve your encoder’s urgency.

Thanks to our well-established ‘Express 24’ and ‘Express 48’ Services, you may request the shipment of Eltra’s encoders that you need,
within 24 or 48 hours at your choice, so that you can restart the activity of the plant in the shortest time possible.

For further information, please check the terms and conditions of the service and - if you don't already have it - a request to receive the form by e-mail at express@eltra.it

 

Return Material Authorization Request (RMA)

Please review carefully the Return Terms available in the on-line PDF.

To get the RMA #, please:

1. Ask for the latest TMS004 for at support@eltra.it

2. Fill the Customer section:

RMA anagrafica

3. Fill the product data and describe the reported problem:

RMA Prodotto

4. Accept the Return Terms:

RMA Accettare i termini

5. Send the duly filled form only in .doc or .docx format to: support@eltra.it

Our Support team will notify you the acceptance of the Return request, if applicable. 

If accepted by Eltra, our Support team will provide the RMA # and the RETURN REASON to be reported within ths shipping documents. 

The form approved by Eltra has be to included to the Delivery Note of the goods for which the return had been accepted. 

 

Frequent Questions & Problems

Eltra's encoders are developed and manufactured following all the required procedure to ensure the top quality of products, and singularly tested in our Headquarters before being delivered to the Client.  

Most of the malfunctioning of the device are due to an incorrect installation. We strongly recommend to read carefully data-sheet and all the technical documentation before proceeding with the installation of the encoder and to ensure that it's done only by qualified staff.

Please find below some of the most frequent queries that we receive and the procedure to follow in order to identify and/or solve the problem.

 

There is no encoder output
  • Verify that all wiring is properly connected to the control system and the correct power supply provided (please read carefully data sheet and installation instructions).
  • Verify that the encoder shaft is moving; if there’s no motion, the encoder doesn’t produce change of status.
  • Verify the proper connection of the device to the ground. If necessary, provide an additional external connection.
  • Verify that the encoder output (or interface) is compatible with the control system.
  • Verify that the cable doesn’t exceed the length: the signal power may be reduced by an excessive extension of the connection.
  • If there’s another encoder available, make a test with the other device.
  • If possible, test the output signals of the encoder with an oscilloscope.
The encoder is not counting correctly
  • Verify that the control system is compatible with the output signals/interface of the encoder.
  • Verify potential interference/electrical noise between the encoder and the control system.
  • Verify that the encoder is correctly fixed to the application.
  • When employing adapters for the shaft (elastic couplings) or for the encoder (flanges), verify that they are correctly fixed (as indicated in the installation manual); if you are using adapters of other brands, make sure they are fully compatible with the encoder.
The encoder presents signal noise
  • Verify that power and signal cables are far from power lines.
  • Verify that power lines have that proper filters and cable shielding.
  • Verify that shielded and twisted cables are used and that they are connected properly to earth ground.
  • In case of notable cable length, the use of differential signals (line driver) is suggested in order to reduce “common noises”.
Only one channel is working
  • Verify installation and wiring scheme for a correct connection
  • Verify that the control system is compatible with the encoder.
The encoder is counting in only one direction (incremental encoders)
  • Verify the presence and correct functioning of both A and B channels.
  • Verify that the control system is programmed to detect bidirectional signals.
  • We suggest to test with an oscilloscope the presence of channel A and B and that they present the proper phase displacement.
Input index is not working properly
  • Verify the wiring.
  • Verify that the control system is programmed to detect the input signal, also at high rotation speed.
Other possible problems
  • Verify not to exceed the maximum radial and axial shaft loads values, as indicated in the data-sheet.
  • If bearings seem rough or noisy, verify the installation and alignment.
  • Verify the encoder’s protection sealing when operating in presence of liquids and dust.
  • Verify minimum and maximum values of operating temperature in extremely cold or hot working environments.

Our Technical Support Team is at disposal for assisting and helping to solve doubts and inquiries regarding the correct installation of Eltra's encoders. 
Please fill in the Technical Support Form to require clarification and support. 

Correspondence between EL and ER series

Our Research & Development Team is continuously searching for new solutions and improvements to the electronics and mechanical performance of our transducers.

As a result of several technical modifications and implementations, the optical incremental "EL" encoder series has been updated by the new "ER" series.

The "ER" encoder series are interchangeable with the previous "EL", having the same design though with interesting application benefits

•  Increase of temperature range
•  Increase of operating frequency

 Please find below a comparative scheme between "EL" and "ER" series: 

  EL 30 ER 30  
Operating temperature [°C] -10 / +60 -25 / +85  
Max frequency [kHz] 100 220  
Go to product page for full details
  EL 38 ER 38  
Operating temperature [°C] -10 / +60 -20 / +85  
Max frequency [kHz] 150 220  
Go to product page for full details    
  EH 40 EL 40 ER 40
Operating temperature [°C] 0 / +60 -10 / +60 -25 / +85
Max frequency [kHz] 40 150 220
Go to product page for full details    
  EL 53 ER 53  
Operating temperature [°C] -10 / +60 -25 / +85  
Max frequency [kHz] 300 500  
Go to product page for full details   
     
  EL 58 ER 58  
Operating temperature [°C] -10 / +60 -25 / +85  
Max frequency [kHz] 300 500  
Go to product page for full details    
  EL 63 ER 63  
Operating temperature [°C] -10 / +60 -25 / +85  
Max frequency [kHz] 300 500  
Go to product page for full details    
  EL 72 ER 72  
Operating temperature [°C] -10 / +60 -25 / +85  
Max frequency [kHz] 300 500  
Go to product page for full details   
     
  EL 90 ER 90  
Operating temperature [°C] -10 / +60 -25 / +85  
Max frequency [kHz] 300 500  
Go to product page for full details    
  EL 115 ER 115  
Operating temperature [°C] -10 / +60 -25 / +85  
Max frequency [kHz] 300 500  
Go to product page for full details

Meaning of .V2, .L, .T suffixes

Our Research & Development Team is continuously searching for new solutions and improvements to the electronics and mechanical performance of our transducers.

As a result of several technical modifications and implementations, the following suffix had been identified:

- .V2 (only for EMB series): the EMB updated series - whose description ends with .2V - is fully intercheangeable - both mechanical and electronically - with the previous one.

EMB .1V .2V
Max Frequency [KHz] 100 200
Working Temperatureo [°C] 0/+50 -20/+85

- .L: only for internal use, it doesn't represent any change from Customer perspective

- .T: it represents an extended temperature range compared to the standard version (10/+70 °C, -10/+100°C only for some EL/EF49 resolutions.)

 

End Of Life | Product Change Notification

As part of our on-going product lifecycle management process, we have identified products that will be transitioned to an "End-of-Life" status or a Product Change Notification.  Products targeted for end-of-life may be available for a last time buy option (LTB) prior to being made obsolete, however quantities are limited and special requirements may apply.

Q. What are the last time buy conditions and dates?
A. All purchase orders are non-cancelable and non-returnable. If a LTB is offered, the following dates apply:

  • Date of last order acceptance: last date of order acceptance of the order, or until stock runs out.
  • Date for last shipments: latest delivery date

Q. Is there a replacement product?
A. If there is any product indicated as replacement, please check carefully the specs and take note that the recommended parts may or may not be drop-in replacement; they may be the closest replacement available.

Please don't hesitate to contact us (Tel: +39 0444 436489 | eltra@eltra.it) if you have any questions or concerns about EOL and PCNs.

9-9,52 shaft diameter PCN

5-28 PCN

EA - EAM 36A EOL

EA - EAM 36 F/G PCN

63F INC PCN

EA40A EOL

EA40V EOL

EA40T EOL

EA58/63/120 ICO EOL

EF80 EOL

EH80 (1-99ppr) EOL

EL38 EOL

EL-ER40E EOL

EL63M EOL

EL63P EOL

ER38 PCN

EMI30M PCN

EML38 EOL

Shaft size: multiple EOL

EV A EOL