Service and Support Notifications

Service and Support Notifications is an optional feature that let the radio user know when their MOTOTRBO two-way radio is due for maintenance. When enabled, the radio will notify them when one (or more) of the below conditions are met:

• The software update license is expiring.
• Preventive Maintenance is due (in EMEA this requires a HKVN4941A licence).
• The IMPRES battery has dropped below 60% (applicable to portables only).
• A mismatched or missing privacy key or some kind of software failure.

The software update licence is valid for five years on all new radios. This period can be extended by purchasing a new software update licence as needed. See here.

Radios with M2023.01 firmware or newer have a preventative maintenance timer setting in the codeplug. This allows the technician to set a reminder for when the radio needs to come in for a check up. From experience, people do not worry about preventative maintenance and usually only bring the radio in when it stops working. However, a check up every few years helps, even it just means a bit of cleaning and swapping the occasional knob or antenna.

The preventative maintenance reminder can be reset using Tuner. To reset, read the radio then on he hardware information page, click the reset button.

When new, a PMNN4809A battery will keep a R7 powered for around 18 hours at 5/35/60 duty cycle. This battery is good for several hundred charge-discharge cycles during which, its charge capacity will peak and then slowly decline. When the capacity reaches 60%, the battery will only be able to power the radio for about 11 hours. For most users this might still be acceptable but for some, a battery replacement would allow them to use the radio for a complete 12-hour shift.

From software release M2022.03 onwards, the R7 also supports a Device Diagnostic QR Code. The QR code can be viewed in the Service and Support menu option and notifications list. Scanning the QR code will bring the user to a page on the Motorola Solutions website that will help them get assistance with the service notification.

When any of the above conditions are true, a DPx000e series radios with a display will show a screwdriver-wrench icon (pictured in the thumbnail of this post). The same is true for the DM4000e series, except that the invalid battery or battery end of service life is not applicable.

R7 display portables will show a notification on the home screen and the user can go in and see what action they need to take (see above). This information is also accessible from the menu.

Radios without a display will sound an alert and to help the user, the recommendation is to use voice announcement or text to speech to have the radio give a spoken announcement (configuration settings below).

Instead of a QR code, DP/DM series radios will display a four-digit service code. This code will help both the radio user and technician get a good idea of what the problem is. You can find a complete listing of service codes in this document or here.