Services & Support | Eltra S.p.a. - Incremental and absolute encoders

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 product, 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 p.m. to 5:30 p.m. (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@broadcom.com.

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@broadcom.com

2. Fill the Customer section:

RMA anagrafica

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

4. Accept the Return Terms:

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

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.

Frequently Asked Questions (FAQ)

Eltra's products 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 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 products 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 device available, make a test with the other one.
If possible, test the output signals of the products with an oscilloscope.

The product is not counting correctly

Verify that the control system is compatible with the output signals/interface of the product.
Verify potential interference/electrical noise between the product and the control system.
Verify that the product is correctly fixed to the application.
When using adapters for the shaft (elastic couplings) or for the product (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 product.

The product 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 (incremental encoders)

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 products.
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 | support.eltra@broadcom.com) if you have any questions or concerns about EOL and PCNs.

EOL EAM FXX

EOL EL 90A

EOL EL 115A

EOL EL 40 A-B-C-H-I

EOL EL 40X

PCN EH 38B - EL-EMI-ER 40B

PCN EMI 30M

PCN EMI-ER 63 F-G

EOL EAMH 58-63 A/B/C/D/E

EOL EMA/EML 50 A/B

EOL EL/ER 40 C

PCN EH17-30 M-MH packaging

PCN EL 63 FB-GB-PB-PBF-PC-PCF

PCN EMx 22-30-55

PCN ETMR A-B

PCN 9-9,52 shaft diameter

PCN 5-28

EOL EA - EAM 36A

PCN EA - EAM 36 F/G

PCN EL 63F INC

EOL EA 40A

EOL EA 40V

EOL EA 40T

EOL EA 58/63/120 ICO

EOL EF 80

EOL EH 80 (1-99ppr)

EOL EL 63M

EOL SHAFT DIMENSIONS: VARIOUS PRODUCTS

OL EV A

Address: Via G. Salvagnini, 17 36040 - Sarego (VI) ITALY	Phone: +39 0444 436489 Fax: +39 0444 835335 E-mail: eltra.it@broadcom.com
VAT: IT 12162890151 Share capital: 7.000.000 (EUR)	R.E.A. VI-307879