Technical Support Request - s955679

[GrzegorzB]

Hello,

Im a tech from Mouser.com
Our Customer is having a problem with part:
4469

The temperature measured by the parts are not correct and is out of tolerance (see attachment),
Customer ordered 240 pcs and 17 of them are incorrectly measuring the temperature,

Could you please advise if there is any possible way to calibrate the device, or should we replace the parts ordered by the Customer? Should we return them to Adafruit for repair?

Thanks

[mikeysklar]

A 7% failure rate? I'll ask engineering to comment. The component is a 24x32 array of IR thermal sensors and it is common to have a few individual pixels not returning valid data. The methods to capture and average the temps will be relevant to understanding this issue.

[adafruit2]

hiya, the breakout board only the melexis component soldered onto a PCB - adafruit doesn't make any software or calibrations - we just verify the camera functions as expected.

the first step for the customer is to look at the calibration data in EEPROM - perhaps it was somehow corrupted in use, in which case they'll need to do a 2-point calibration

https://github.com/melexis/mlx90640-library/issues/61

[GrzegorzB]

Hello,

I will let Customer know to check that,
We will see if they are able to change it,

Thanks

[GrzegorzB]

Hello,
Customer came back with the response below:
A corrupted EEPROM is not the problem here, and if it was, it wouldn't be
the customer's job to fix it.When a product is purchased new, it is
presumed to be intact and usable without repair.
- IS THIS A KNOWN ERROR WITH THE MFR?

I assume they would like to know if they are able to return the parts,
Could you please advise if this is a known issue of that part?

Thank you for the support,

[adafruit2]

We don't know if its a known error with the manufacturer - that's something that only Melexis can answer and we don't speak for them. We do not recalling this issue ever brought up by another customer.
Sure they can return it - but if they have a setup that is corrupting or editing the EEPROM pre-calibration data then it will continue to happen. if precision temperature is important, in-place calibration will always be required! this is not an 'end user' sensor, it is for engineering integration and its not unusual for temperature sensors to need calibration in their final use case.

[GrzegorzB]

Hello,

Please find the response from the Melexis:
The sensor does not requires recalibration from time to time and it is impossible for the customer to do recalibration (it is a multi step process involving specialized equipment)

If some parts deviates we recommend to submit a RMA.
Should we submit somewhere a RMA on your side due part was bought from Adafruit?
Thank you for advise,

[GrzegorzB]

Hello,

I hope you are well,

Could you please tell me if precision temperature is important, in-place calibration will always be required! this is not an 'end user' sensor, it is for engineering integration and its not unusual for temperature sensors to need calibration in their final use case.

Should we accept the return, if yes, Could you tell me the RMA process?
Thanks

[adafruit2]

you can return them but there's no guarantee that other sensors will not have the same issue - are the sensors soldered with header?

[GrzegorzB]

Hello,

Customer came back to us with statement below:
No, they have not been soldered, by us. Nothing has been done to them,
except they were tested to make sure they work correctly, which they do
not. This problem need to be resolved.

Could you advise what is a RMA process?
17 pcs of that part 4469 is defective,

Thank you for the response,

[adafruit2]

thanks thats easy to handle - email [email protected] for an RMA and they will send replacements!