Cat Remote Services can troubleshoot, update software on in-use machines

Marcia Doyle
Updated Nov 29, 2018

Cat Connect Remote Troubleshooting

As part of its Cat Connect technology, Cat Remote Services is now offering Cat Remote Troubleshoot and Remote Flash.

With Remote Troubleshoot, after he receives an alert, a user calls a Cat dealer to report the issue. The dealer technician initiates a session, accessing live machine diagnostics information and remotely identifies problems.

“The machine doesn’t need to stop while the dealer looks at what the root cause of the alert is,” says Herwig Peschl, Caterpillar global marketing manager. “If a repair is required, the dealer can then dispatch the right technician with the right parts and tools to fix the machine and engine right the first time.”

Using the machine’s on-board telematics, Remote Troubleshoot allows the dealer to run diagnostics testing and pinpoint potential issues. Some issues can even be resolved remotely, saving a technician repair call.

With Remote Flash, Cat customers will receive a notice either from Cat or their dealer that a software upgrade is available, much like a smartphone software upgrade. Once an authorized user receives the flash-file push notification, he confirms the machine or engine is ready and initiates the process.

The unit can then be updated at the jobsite at a user’s convenience. Cat says this system can reduce the time taken for updating machine software by as much as 50 percent. It also ensures that the benefits of any software updates are quickly gained without the machine leaving the jobsite.

Cat Remote Troubleshoot is currently available on its Next Gen excavators. Remote Flash is available on Next Gen and 336F XE hydraulic excavators, M3 Series motor graders, L and M series medium wheel loaders (950M to 972 XE models) and 10 models of oil and gas engines. Both features will also work on Cat machines or engines with an on-board PLE641 or PLE742 card and telematics 2017B software or newer. Cat anticipates these services to expand as machines are updates.