SERVICE & TECHNOLOGY

Photo courtesy of Toro

By Brian Ethridge

From fault codes to data-driven repairs, new tools and technology are changing the troubleshooting process

iagnosing a problem on a modern zero-turn mower is becoming as much about interpreting data as turning a wrench. Electronic controls, sensors, fault codes and connected systems are giving technicians more information to work with, but they also require a different approach to troubleshooting. Onboard diagnostics, Controller Area Network( CAN) bus systems, telematics and, in some applications, Real-Time Kinematic( RTK) satellite navigation are changing what technicians need to know and how they approach a repair.

For dealers, that makes effective diagnostics increasingly important. The right tools can help technicians move beyond symptoms and fault codes to determine what actually caused a failure, reducing unnecessary parts replacement and getting equipment back to work faster.

Tom Person, senior customer service and technical services manager at Exmark, said the evolution has been significant.

“ Diagnostic and troubleshooting systems for our zero-turn mowers have evolved significantly as the machines themselves have become more sophisticated. In the past, troubleshooting was largely mechanical and relied on technician experience, visual inspections and manual testing. Today ' s mowers incorporate advanced electronic controls, sensors, onboard displays, fault-code monitoring and software-based diagnostic tools such as Exmark DIAG and Orion. These technologies provide technicians with real-time system information, historical fault data and guided troubleshooting capabilities, enabling faster and more accurate root-cause identification.”

Wes Bollingmo, channel and product support manager at Toro, also pointed to the growing complexity of mower systems.

“ As equipment gets more complex, including zero-turn mowers, the industry has begun to incorporate technologies like CAN bus, telematics and RTK satellite navigation. Newer technology is typically not diagnosed using traditional methods and, in many cases, there are specific tools, like dedicated diagnostic workstations and proprietary software, that are required to effectively troubleshoot.”

Photo courtesy of Exmark

One of the biggest changes in troubleshooting is the amount of information available to technicians.

A fault code can tell a technician that something went wrong, but it does not necessarily explain why. Modern diagnostic systems can provide additional information, including fault histories, sensor readings, live operating data and communication status.

Person said that distinction is important because a single fault code can have multiple potential causes.

“ Modern diagnostic tools provide fault histories, live operating data, sensor readings, controller communication status and system performance information that help technicians understand why a fault occurred, not just that it occurred. In many cases, a single fault code can point to multiple potential causes, including a failed component, wiring issue, poor connection, communication problem or operating condition. This has shifted troubleshooting from a symptom-based process to a more data-driven approach, where technicians use system data and machine behavior to narrow down potential causes and identify the true root cause.” Bollingmo described fault codes as a starting point rather than an answer.“ A fault code gives you information in generalities. Digital tools help you to see what the behavior of the machine is or at least was at the time of the failure. With that information, we are able to take educated steps toward the ultimate repair.”

That additional information can be particularly useful when a problem is intermittent or difficult to reproduce in the shop.

Person said modern tools can identify problems that historically required considerably more testing, including intermittent electrical faults, sensor failures, controller communication issues, poor connections and software-related faults. The tools can also provide information about operating conditions that were present when a problem occurred.

Bollingmo similarly emphasized the value of capturing information around the time a problem occurs.

“ Today’ s diagnostic tools allow technicians to see the data that led up to or was present at the time the symptoms started. This simplifies testing and can provide data that isn’ t available in static testing.”

More sophisticated diagnostic technology does not eliminate the need for technician expertise. In many cases, it changes where that expertise is applied.

Technicians must be able to interpret the information a diagnostic system provides and distinguish between a fault, a symptom and the underlying cause.

Person said technicians increasingly need knowledge of both mechanical and electronic systems.

“ Technician expertise remains critical to the process. A fault code is often only the starting point and technicians rely on their knowledge of both mechanical and electronic systems, along with diagnostic tools and reference materials, to eliminate false positives and accurately diagnose the problem.”

Bollingmo said the transition to more advanced diagnostic technology can present its own challenges.

“ The information needed to diagnose and troubleshoot mower issues can be much harder to find through typical testing. If technicians are struggling to adapt to the new diagnostic and troubleshooting technology needed to work with the newer equipment, things they don ' t understand about the technology oftentimes get the automatic blame for a problem.”

For technicians, that means understanding both the machine and the tools used to diagnose it.

Photo courtesy of Exmark

As tools and mower systems evolve, dealers need technicians who know how to use the available diagnostic equipment and interpret its results.

Person said Exmark supports technicians through both online and in-person training, as well as technical support.

“ We help dealers and technicians learn these increasingly sophisticated diagnostic systems through a combination of online and in-person training and direct access to technical support. Annual service training provides updates on new products and technologies while sharing lessons learned from field failures, proven repair solutions, service bulletins and dealer advisories.”

Toro also provides training for its digital diagnostic tools, with Bollingmo noting that some training is required for dealer technicians.

Person also emphasized the role of manufacturer resources in the diagnostic process. Dealers use a combination of onboard diagnostics and tools provided by engine and component manufacturers. He said formal training, service manuals, technical guides, software tools and OEM-produced instructional content provide technicians with accurate troubleshooting information.

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For dealers and their customers, the ultimate measure of a diagnostic system is whether it helps produce a faster, more accurate repair.

Person said modern diagnostics can help technicians narrow down potential causes instead of relying on trial and error.

“ Modern diagnostic systems help dealers reduce diagnostic time by providing technicians with immediate access to fault histories, live operating data, sensor readings and system status information that quickly narrow potential causes. Instead of relying on lengthy trial-and-error troubleshooting, technicians can focus on the most likely root cause and verify repairs more efficiently.” Bollingmo said Toro has seen a benefit in first-time resolutions.“ We’ ve seen an increase in first-time resolutions when these newer systems are used, ensuring the mower goes straight back to work without recurring failures.” He added that digital tools can help remove uncertainty from the repair process.“ The systems can also remove some of the second-guessing that dealers faced when using traditional methods— the digital tools can verify the repair in real time.” For dealers, that can mean less diagnostic time, fewer unnecessary parts replacements and more efficient use of technician time.

Photo courtesy of Toro

The diagnostic process is likely to become even more data driven as connected equipment becomes more prevalent.

Person expects greater connectivity and the use of real-time operating data to support predictive diagnostics. Connected machines could give dealers and manufacturers greater visibility into machine health, operating conditions, performance trends and fault history. Bollingmo also sees telematics playing a larger role.“ The increase of data we are able to gather from telematics will help Toro have a better understanding of the failure, which will allow us to better react. The future addition of FOTA( firmware over the air) will allow us point-to-point transfer data and software directly to dealers without the need to have the machine in front of us.”

Person expects diagnostics to eventually move further upstream, identifying abnormal trends before they become failures.

“ Rather than simply identifying faults after they occur, future diagnostic systems will help detect abnormal trends, identify potential issues before they result in downtime, and recommend corrective actions.”

For zero-turn mower dealers, troubleshooting is becoming less about simply finding a failed component and more about understanding the data surrounding a failure. The machines are providing technicians with more information than ever. The value comes from knowing how to interpret it, determine the root cause and make the repair that gets the mower back to work.