Case Study: Solving Platform Communication Faults with JLG’s Visual Remote Assistant

Equipment uptime depends on fast, accurate troubleshooting — and sometimes a phone call alone isn’t enough. When technicians and remote support specialists can view the same problem simultaneously, in real-time, it helps eliminate guesswork, accelerate troubleshooting and return machines to work soon. This case study explores how live visual support can turn a complex issue into a quick, efficient resolution.

The Challenge: Diagnosing a Complex Communication Fault

Recently, a technician working on a JLG^® 860SJ boom lift encountered a platform code 6/6 — indicating lost communication to the platform controls — the issue initially appeared difficult to diagnose remotely. The machine would operate normally in ground mode, but platform controls were not functioning, creating operational downtime and uncertainty about the root cause.

While situations like this are common in field service, they often require several (often time-consuming) troubleshooting steps. Without direct visual access to the machine, technicians and support teams must rely on verbal descriptions, or written instructions sent via email or SMS message showing illustrations and possible locations of components and connections (provided they have sufficient service and access), which can lead to delays in identifying faulty wiring, connectors or internal components.

In this case, the technician also faced additional challenges, including difficulty identifying wiring-harness connections and internal console components — a situation that can occur when equipment markings wear off over time or when machine configurations vary.

The Solution: Real-Time Troubleshooting with Visual Remote Assistant

To accelerate diagnosis, a JLG technical support expert initiated a session using Visual Remote Assistant. The technician received a secure link via text message, tapped the link on a smartphone and quickly joined a live visual troubleshooting session.

Once connected, the JLG agent could see exactly what the technician saw through the device's camera. Using the visual interface, he guided — in accordance with standard procedures — the technician step-by-step through the troubleshooting process, helping identify console components, wiring harnesses and connector pin positions.

Technicians must follow official service manuals and safety procedures, including performing voltage testing and connector inspections while receiving real-time visual guidance. During the session, the support specialist directed the technician to:

• Inspect platform module connections
• Verify voltage at specific pin locations
• Examine wiring connectors inside the console assembly
• Identify potential short circuits or loose wiring connections

By visually confirming each step, the JLG technical support agent helped narrow the issue to a connection inside the console box between the platform module and boom cable.

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The Outcome: Rapid Fault Identification and Machine Restoration

Through guided testing and inspection, the technician discovered a connection that appeared secure but was not fully seated. After rechecking and securing the connection, the technician reassembled the console, power cycled the machine and confirmed full platform functionality was restored.

The repair was completed without requiring additional service dispatch, component replacement or extended downtime.

The Impact: Efficient Troubleshooting, Greater Technician Confidence

This scenario highlights how the Visual Remote Assistant helps technicians resolve issues faster and more efficiently by enabling real-time collaboration with JLG technical support experts. Key benefits include:

Improved Diagnostic Accuracy
Visual confirmation allowed the support team to quickly isolate the issue to a specific wiring connection, eliminating guesswork.

Reduced Downtime
By identifying and correcting the issue during a single support session, the machine returned to service more quickly.

Enhanced Technician Support
The technician received clear, step-by-step visual guidance when navigating internal console components and performing voltage testing.

Reduced Need for Additional Service Calls
In this scenario, the issue was resolved without requiring additional site visits or callbacks. Results may vary depending on issue complexity and site conditions.

Supporting Technicians Across Experience Levels

While the technician in this scenario successfully completed the repair, situations involving communication faults, wiring harnesses and console components can be complex for technicians of any experience level.

The Visual Remote Assistant supports both newer and experienced technicians by providing:

• Real-time access to expert troubleshooting guidance
• Clear visual identification of machine components
• Supports more effective first-time diagnostics
• Increases confidence when performing repairs

Strengthening Equipment Support Through Technology

The Visual Remote Assistant represents JLG’s ongoing commitment to enhancing customer support through innovative service solutions. By combining expert technical knowledge with intuitive digital tools, JLG helps customers reduce downtime, improve fleet productivity and maximize equipment uptime.

As equipment technology continues to evolve, solutions like JLG’s Visual Remote Assistant ensure technicians have the support they need — exactly when and where they need it.

Learn More About the JLG Visual Remote Assistant

JLG’s Visual Remote Assistant is currently available to customers in the United States and is designed to help technicians quickly troubleshoot equipment through real-time visual collaboration with JLG technical support agents.

JLG’s Customer Support team offers 24/7 self-service through the Online Express portal. Go to onlineexpress.jlg.com to get started.

You can also contact JLG team members via live chat on Online Express during regular business hours, as well as via phone or email:

• Phone: 877-JLG-LIFT (1-877-554-5438)
• Service Email: [email protected] (response within 8-12 business hours)
• Parts Email: [email protected] (response within 8-12 business hours

Let us know how we can help you! Reach out anytime to connect with a JLG representative: JLG.com/en/contact-us.

Read the press release or “How JLG’s VRA Transforms Equipment Diagnostics” #DA article to learn more.