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Submitted URL: https://www.duplohelpdesk.com/User/AutoLogin?username=christian.dose&email=christian.dose%40fks-hamburg.de&userHash=eedce186dd...
Effective URL: https://www.duplohelpdesk.com/Ticket/30835
Submission: On October 10 via manual from IN — Scanned from GB
Effective URL: https://www.duplohelpdesk.com/Ticket/30835
Submission: On October 10 via manual from IN — Scanned from GB
Form analysis 2 forms found in the DOM
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title="Reopen the closed ticket" value="Re-open">
</form>POST /Ticket/AddComment?ticketId=30835
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<div>To:</div>
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<a href="javascript:void(0);" class="uPopup" data-username="ilona.kluza" data-userid="832" title="Click to preview in a pop-up">
Ilona Kluza </a>
<div class="commentBody">
<span><!--html-->The ticket has been closed</span>
</div>
<span class="commentDate grey2" title="09/10/2024 10:33:31"><a class="grey2" style="border:none;" href="#tdComment206925" data-ago-date="2024-10-09T09:33:31">Yesterday, 10:33</a></span>
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<a href="javascript:void(0);" class="uPopup" data-username="ilona.kluza" data-userid="832" title="Click to preview in a pop-up">
Ilona Kluza </a>
<div class="commentBody">
<span><!--html-->Hi Peter<div>Thank you for the update.</div>
<div><br>
</div>
<div>Regards</div>
<div>Ilona</div>
</span>
</div>
<span class="commentDate grey2" title="09/10/2024 10:33:31"><a class="grey2" style="border:none;" href="#tdComment206924" data-ago-date="2024-10-09T09:33:31">Yesterday, 10:33</a></span>
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<a href="javascript:void(0);" class="uPopup" data-username="peter.dirksen" data-userid="2726" title="Click to preview in a pop-up">
Peter Dirksen </a>
<div class="commentBody">
<span><!--html-->Hello Ilona,<div><br>
</div>
<div>the problem is solved. It was the Jwai driver. Version 2.9.0 causes this problem, with version 2.8.9 the machine works without problems. So the older driver is the better one. </div>
<div>The new password is now working.</div>
</span>
</div>
<span class="commentDate grey2" title="09/10/2024 10:23:27"><a class="grey2" style="border:none;" href="#tdComment206922" data-ago-date="2024-10-09T09:23:27">Yesterday, 10:23</a></span>
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<a href="javascript:void(0);" class="uPopup" data-username="ilona.kluza" data-userid="832" title="Click to preview in a pop-up">
Ilona Kluza </a>
<div class="commentBody">
<span><!--html-->Hello Peter,<div><br>
</div>
<div>The new password is 9718.</div>
<div>When the machine stops what the software is doing? Can you send the video? what happens after the last cut? Does the beam goes to pick up the paper and then stops? </div>
<div><br>
</div>
<div>What tool are you using? Is it on all job?</div>
<div><br>
</div>
<div>If you using only one tool eg. knife can you please change the knife compensation to 0.</div>
<div>What is the jingwei driver and pfi connect you are using? and also pfi connect driver version?</div>
<div><br>
</div>
<div>Regards</div>
<div>Ilona </div>
</span>
</div>
<span class="commentDate grey2" title="07/10/2024 14:47:32"><a class="grey2" style="border:none;" href="#tdComment206746" data-ago-date="2024-10-07T13:47:32">3 days ago, 14:47</a></span>
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<a href="javascript:void(0);" class="uPopup" data-username="peter.dirksen" data-userid="2726" title="Click to preview in a pop-up">
Peter Dirksen </a>
<div class="commentBody">
<span><!--html-->Hello,<div><br>
</div>
<div>
<div>thank you very much, but the password is not permanent (see picture).</div>
<div>I changed the VR(84) and the customer turned the job 180 but that didn't help. It's still the same, after 50 sheets the machine stops.</div>
<div>You can try running 50 twice or 100 at once... the result is the same 50 sheets and the machine stops.</div>
</div>
</span>
</div>
<a href="/File/Get/76783" id="lnkFile76783" target="_blank" class="grey2 attachments imgLink" title="neurupien.jpeg"><img src="/File/Thumbnail/76783?i=0"><br>neurupien.jpeg</a>
<span class="commentDate grey2" title="07/10/2024 14:25:15"><a class="grey2" style="border:none;" href="#tdComment206739" data-ago-date="2024-10-07T13:25:15">3 days ago, 14:25</a></span>
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<a href="javascript:void(0);" class="uPopup" data-username="ilona.kluza" data-userid="832" title="Click to preview in a pop-up">
Ilona Kluza </a>
<div class="commentBody">
<b> → Reimund Rausch,Christian Dose,Thomas Baues:</b>
<br>
<span><!--html-->
<div>Hello Christian,</div>
<div><br>
</div>The new password is 7165.<div>If the top value changed to 3000 it will be permanently unlocked. If not then please send a new picture of the screen.</div>
<div><br>
</div>
<div>Regards,</div>
<div>Ilona</div>
<div><br>
</div>
<div><br>
</div>
</span>
</div>
<span class="commentDate grey2" title="30/09/2024 10:24:23"><a class="grey2" style="border:none;" href="#tdComment206283" data-ago-date="2024-09-30T09:24:23">30/09/2024 10:24</a></span>
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<a href="javascript:void(0);" class="uPopup" data-username="ilona.kluza" data-userid="832" title="Click to preview in a pop-up">
Ilona Kluza </a>
<div class="commentBody">
<b> → Reimund Rausch,Christian Dose,Thomas Baues:</b>
<br>
<span><!--html-->I will have the password on Monday</span>
</div>
<span class="commentDate grey2" title="27/09/2024 14:58:10"><a class="grey2" style="border:none;" href="#tdComment206243" data-ago-date="2024-09-27T13:58:10">27/09/2024 14:58</a></span>
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<a href="javascript:void(0);" class="uPopup" data-username="ilona.kluza" data-userid="832" title="Click to preview in a pop-up">
Ilona Kluza </a>
<div class="commentBody">
<b> → Reimund Rausch,Christian Dose,Thomas Baues:</b>
<br>
<span><!--html-->Have a good weekend too.</span>
</div>
<span class="commentDate grey2" title="27/09/2024 14:20:18"><a class="grey2" style="border:none;" href="#tdComment206240" data-ago-date="2024-09-27T13:20:18">27/09/2024 14:20</a></span>
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<a href="javascript:void(0);" class="uPopup" data-username="christian.dose" data-userid="2881" title="Click to preview in a pop-up">
Christian Dose </a>
<div class="commentBody">
<b> → Ilona Kluza,Reimund Rausch,Thomas Baues:</b>
<br>
<span><!--html-->We can only be back with the customer on monday and will check this and make a video.<div>Have you already received the permanent password?</div>
<div>Have a nice weekend.</div>
</span>
</div>
<span class="commentDate grey2" title="27/09/2024 13:13:52"><a class="grey2" style="border:none;" href="#tdComment206236" data-ago-date="2024-09-27T12:13:52">27/09/2024 13:13</a></span>
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<a href="javascript:void(0);" class="uPopup" data-username="ilona.kluza" data-userid="832" title="Click to preview in a pop-up">
Ilona Kluza </a>
<div class="commentBody">
<b> → Reimund Rausch,Christian Dose,Thomas Baues:</b>
<br>
<span><!--html-->I'm also checking if there is a newer firmware version. <div>In the hyperterminal can you also try to check the value for vr(84) , type ?vr(84)</div>
<div>if it's 1 change it to 0 by typing vr(84)=0, if it's zero change to 1 please.</div>
<div><br>
</div>
<div>Can you please also test the job by rotating by 180 degree?</div>
</span>
</div>
<span class="commentDate grey2" title="27/09/2024 13:04:36"><a class="grey2" style="border:none;" href="#tdComment206235" data-ago-date="2024-09-27T12:04:36">27/09/2024 13:04</a></span>
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Ilona Kluza </a>
<div class="commentBody">
<b> → Reimund Rausch,Christian Dose,Thomas Baues:</b>
<br>
<span><!--html-->Does this happens on every job? Does the machine stops after eg. 10 copies but you sent more from pfi connect? If yes then what happens to the software? <div>Can you please send a video so we can check with the
factory?</div></span>
</div>
<span class="commentDate grey2" title="27/09/2024 12:54:01"><a class="grey2" style="border:none;" href="#tdComment206233" data-ago-date="2024-09-27T11:54:01">27/09/2024 12:54</a></span>
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Christian Dose </a>
<div class="commentBody">
<b> → Ilona Kluza,Reimund Rausch,Thomas Baues:</b>
<br>
<span><!--html-->Hello Ilona,<div>after replacing the control box, i have a new error.The machine stops after 10 to 20 sheets without an error message and only works again after restarting the machine and the software.</div>
<div>What could be the course.</div>
<div>Control box was updated to version 4.701.</div>
</span>
</div>
<span class="commentDate grey2" title="27/09/2024 12:11:52"><a class="grey2" style="border:none;" href="#tdComment206229" data-ago-date="2024-09-27T11:11:52">27/09/2024 12:11</a></span>
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Ilona Kluza </a>
<div class="commentBody">
<b> → Christian Dose:</b>
<br>
<span><!--html-->Temporary password for 30 days is 2588 <div><br>
</div>
<div>Tomorrow I should get permanent</div>
<div><br>
</div>
</span>
</div>
<span class="commentDate grey2" title="25/09/2024 11:40:07"><a class="grey2" style="border:none;" href="#tdComment206033" data-ago-date="2024-09-25T10:40:07">25/09/2024 11:40</a></span>
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Ilona Kluza </a>
<div class="commentBody">
<b> → Christian Dose:</b>
<br>
<span><!--html-->I will ask the factory for the new password</span>
</div>
<span class="commentDate grey2" title="25/09/2024 11:38:08"><a class="grey2" style="border:none;" href="#tdComment206032" data-ago-date="2024-09-25T10:38:08">25/09/2024 11:38</a></span>
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Ilona Kluza </a>
<div class="commentBody">
<b> → Christian Dose:</b>
<br>
<span><!--html-->That's a very good question... <div>Never tried it ....however normally the SD card can store data.bin file with all offset value however only if this data was previously activated. Also when sending a data.bin from
other pc to the machine you still will need to activate the data via hyperterminal.</div>
<div><br>
</div>
<div>So... you could try to insert old sd card and open hypeterminal and type command restore data however if the data save was previously not activated possibly this will not work.</div>
<div><br>
</div>
<div>Regards,</div>
<div>Ilona</div>
</span>
</div>
<span class="commentDate grey2" title="25/09/2024 11:36:13"><a class="grey2" style="border:none;" href="#tdComment206031" data-ago-date="2024-09-25T10:36:13">25/09/2024 11:36</a></span>
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Christian Dose </a>
<div class="commentBody">
<b> → Ilona Kluza:</b>
<br>
<span><!--html-->
<div>
<div>
<div>
<div>
<div>Can i change the SD Card for the Offset values?</div>
</div>
<div>
<div><br>
</div>
<div>
<div>Mit freundlichen Grüßen / Kind Regards</div>
<div><br>
</div>
<div>i.A. Christian Dose </div>
<div>Technischer Kundendienst / Technical Service </div>
<div>—-</div>
<div>T: +49 40 7360777 | F: +49 40 73607722</div>
<div>Christian.Dose@fks-hamburg.de</div>
<div><br>
</div>
<div>Ing. Fritz Schröder GmbH & Co.KG</div>
<div>Hanskampring 6</div>
<div>22885 Barsbüttel </div>
<div><br>
</div>
</div>
</div>
</div>
<hr style="width:98%;">
<div>
<font style="font-size:11pt;" color="#000000"><b>Von:</b> Duplo Helpdesk <duplohelpdesk@duplointernational.com><br>
<b>Gesendet:</b> Wednesday, September 25, 2024 12:22:50 PM<br>
<b>An:</b> Dose, Christian <Christian.Dose@fks-hamburg.de><br>
<b>Betreff:</b> Update: Error Message - CUTTING AND SLITTING \ PFi Blade B3+ {30835}
</font>
<div> </div>
</div>
<div>
<br>
</div>
</div>
</div>
</span>
</div>
<a href="/File/Get/76449" id="lnkFile76449" target="_blank" class="grey2 attachments imgLink" title="processed-44359A57-F7B0-463D-977C-3D217258FF27.jpeg"><img src="/File/Thumbnail/76449?i=0"><br>processed-44359A57-F7B0-463D-977C-3D217258FF27.jpeg</a>
<span class="commentDate grey2" title="25/09/2024 11:29:09"><a class="grey2" style="border:none;" href="#tdComment206029" data-ago-date="2024-09-25T10:29:09">25/09/2024 11:29</a></span>
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Ilona Kluza </a>
<div class="commentBody">
<b> → Christian Dose:</b>
<br>
<span><!--html-->Hi Christian,<div><br>
</div>
<div>You will need a new password to unlock it. The SD card swap will not help.</div>
<div><br>
</div>
<div>Please take a picture of the password menu and I will get a new password from the factory.</div>
<div><br>
</div>
<div>Regards,</div>
<div>Ilona </div>
</span>
</div>
<span class="commentDate grey2" title="25/09/2024 11:22:50"><a class="grey2" style="border:none;" href="#tdComment206028" data-ago-date="2024-09-25T10:22:50">25/09/2024 11:22</a></span>
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Christian Dose </a>
<div class="commentBody">
<b> → Ilona Kluza:</b>
<br>
<span><!--html-->Hello Ilona, Thank you for the quick response. I checked the cable and it is ok. I have a used control box and replaced it.<div>Now the machine initialised, but needs a password ( password expired).</div>
<div>Would it work, when i change the SD Card with the Card from the defect control box?<br>
<div><br>
</div>
</div>
</span>
</div>
<span class="commentDate grey2" title="25/09/2024 11:20:08"><a class="grey2" style="border:none;" href="#tdComment206027" data-ago-date="2024-09-25T10:20:08">25/09/2024 11:20</a></span>
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Ilona Kluza </a>
<div class="commentBody">
<span><!--html--><!--html-->The ticket has been taken by <b>Ilona Kluza</b></span>
</div>
<span class="commentDate grey2" title="25/09/2024 10:31:53"><a class="grey2" style="border:none;" href="#tdComment206021" data-ago-date="2024-09-25T09:31:53">25/09/2024 10:31</a></span>
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Ilona Kluza </a>
<div class="commentBody">
<b> → Christian Dose:</b>
<br>
<span><!--html-->Hi Christian<div><br>
</div>
<div>It looks like there communication problem between the control panel and the control box.</div>
<div>Please check if the communication cable is connected properly (under the control panel and on the control box).</div>
<div><br>
</div>
<div>Regards,</div>
<div>Ilona </div>
</span>
</div>
<span class="commentDate grey2" title="25/09/2024 10:31:51"><a class="grey2" style="border:none;" href="#tdComment206020" data-ago-date="2024-09-25T09:31:51">25/09/2024 10:31</a></span>
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Christian Dose </a>
<div class="commentBody">
<span><!--html-->New ticket submitted via <b>Web app</b></span>
</div>
<span class="commentDate grey2" title="25/09/2024 10:28:35"><a class="grey2" style="border:none;" href="#tdComment206018" data-ago-date="2024-09-25T09:28:35">25/09/2024 10:28</a></span>
</div>
</div>
</form>Text Content
christian.dose
CHRISTIAN DOSE
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ERROR MESSAGE
Hello, can you help me with the Error Message you can see in the attachment?
Also all offset values are 0.
b3.jpg
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To:
Ilona Kluza
Reimund Rausch
Peter Dirksen
Christian Dose
Thomas Baues
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*
Ilona Kluza
The ticket has been closed
Yesterday, 10:33
*
Ilona Kluza
Hi Peter
Thank you for the update.
Regards
Ilona
Yesterday, 10:33
*
Peter Dirksen
Hello Ilona,
the problem is solved. It was the Jwai driver. Version 2.9.0 causes this
problem, with version 2.8.9 the machine works without problems. So the older
driver is the better one.
The new password is now working.
Yesterday, 10:23
*
Ilona Kluza
Hello Peter,
The new password is 9718.
When the machine stops what the software is doing? Can you send the video? what
happens after the last cut? Does the beam goes to pick up the paper and then
stops?
What tool are you using? Is it on all job?
If you using only one tool eg. knife can you please change the knife
compensation to 0.
What is the jingwei driver and pfi connect you are using? and also pfi connect
driver version?
Regards
Ilona
3 days ago, 14:47
*
Peter Dirksen
Hello,
thank you very much, but the password is not permanent (see picture).
I changed the VR(84) and the customer turned the job 180 but that didn't help.
It's still the same, after 50 sheets the machine stops.
You can try running 50 twice or 100 at once... the result is the same 50 sheets
and the machine stops.
neurupien.jpeg 3 days ago, 14:25
*
Ilona Kluza
→ Reimund Rausch,Christian Dose,Thomas Baues:
Hello Christian,
The new password is 7165.
If the top value changed to 3000 it will be permanently unlocked. If not then
please send a new picture of the screen.
Regards,
Ilona
30/09/2024 10:24
*
Ilona Kluza
→ Reimund Rausch,Christian Dose,Thomas Baues:
I will have the password on Monday
27/09/2024 14:58
*
Ilona Kluza
→ Reimund Rausch,Christian Dose,Thomas Baues:
Have a good weekend too.
27/09/2024 14:20
*
Christian Dose
→ Ilona Kluza,Reimund Rausch,Thomas Baues:
We can only be back with the customer on monday and will check this and make a
video.
Have you already received the permanent password?
Have a nice weekend.
27/09/2024 13:13
*
Ilona Kluza
→ Reimund Rausch,Christian Dose,Thomas Baues:
I'm also checking if there is a newer firmware version.
In the hyperterminal can you also try to check the value for vr(84) , type
?vr(84)
if it's 1 change it to 0 by typing vr(84)=0, if it's zero change to 1 please.
Can you please also test the job by rotating by 180 degree?
27/09/2024 13:04
*
Ilona Kluza
→ Reimund Rausch,Christian Dose,Thomas Baues:
Does this happens on every job? Does the machine stops after eg. 10 copies but
you sent more from pfi connect? If yes then what happens to the software?
Can you please send a video so we can check with the factory?
27/09/2024 12:54
*
Christian Dose
→ Ilona Kluza,Reimund Rausch,Thomas Baues:
Hello Ilona,
after replacing the control box, i have a new error.The machine stops after 10
to 20 sheets without an error message and only works again after restarting the
machine and the software.
What could be the course.
Control box was updated to version 4.701.
27/09/2024 12:11
*
Ilona Kluza
→ Christian Dose:
Temporary password for 30 days is 2588
Tomorrow I should get permanent
25/09/2024 11:40
*
Ilona Kluza
→ Christian Dose:
I will ask the factory for the new password
25/09/2024 11:38
*
Ilona Kluza
→ Christian Dose:
That's a very good question...
Never tried it ....however normally the SD card can store data.bin file with all
offset value however only if this data was previously activated. Also when
sending a data.bin from other pc to the machine you still will need to activate
the data via hyperterminal.
So... you could try to insert old sd card and open hypeterminal and type command
restore data however if the data save was previously not activated possibly this
will not work.
Regards,
Ilona
25/09/2024 11:36
*
Christian Dose
→ Ilona Kluza:
Can i change the SD Card for the Offset values?
Mit freundlichen Grüßen / Kind Regards
i.A. Christian Dose
Technischer Kundendienst / Technical Service
—-
T: +49 40 7360777 | F: +49 40 73607722
Christian.Dose@fks-hamburg.de
Ing. Fritz Schröder GmbH & Co.KG
Hanskampring 6
22885 Barsbüttel
--------------------------------------------------------------------------------
Von: Duplo Helpdesk <duplohelpdesk@duplointernational.com>
Gesendet: Wednesday, September 25, 2024 12:22:50 PM
An: Dose, Christian <Christian.Dose@fks-hamburg.de>
Betreff: Update: Error Message - CUTTING AND SLITTING \ PFi Blade B3+ {30835}
processed-44359A57-F7B0-463D-977C-3D217258FF27.jpeg 25/09/2024 11:29
*
Ilona Kluza
→ Christian Dose:
Hi Christian,
You will need a new password to unlock it. The SD card swap will not help.
Please take a picture of the password menu and I will get a new password from
the factory.
Regards,
Ilona
25/09/2024 11:22
*
Christian Dose
→ Ilona Kluza:
Hello Ilona, Thank you for the quick response. I checked the cable and it is ok.
I have a used control box and replaced it.
Now the machine initialised, but needs a password ( password expired).
Would it work, when i change the SD Card with the Card from the defect control
box?
25/09/2024 11:20
*
Ilona Kluza
The ticket has been taken by Ilona Kluza
25/09/2024 10:31
*
Ilona Kluza
→ Christian Dose:
Hi Christian
It looks like there communication problem between the control panel and the
control box.
Please check if the communication cable is connected properly (under the control
panel and on the control box).
Regards,
Ilona
25/09/2024 10:31
*
*
Christian Dose
New ticket submitted via Web app
25/09/2024 10:28
ERROR MESSAGE #30835 LIVE
15 days ago - Christian Dose - Normal - Closed
Details
#30835
CLOSED
Priority:
Normal
Category:
CUTTING AND SLITTING / PFi Blade B3+
OK Cancel
•••
From:
Christian Dose / FKS Hamburg - Germany
Via:
WebApp
•••
Assigned to:
Ilona Kluza
Date:
25/09/2024 10:28
Due:
You've just added a comment to a ticket without closing it. Remember, you can
set a "due date" so you don't forget to follow-up.
Start date:
25/09/2024 10:31
Close Date:
09/10/2024 10:33
Serial Number:
LST20211180
Product Trained ?*:
Yes
New installation ?*:
No
{{#NAMESPECIFIED}} {{FIRSTNAME}} {{LASTNAME}} {{/NAMESPECIFIED}}
{{^NAMESPECIFIED}} {{USERNAME}} {{/NAMESPECIFIED}} {{#OUTOFOFFICE}} 🏝️
{{/OUTOFOFFICE}}
{{#Location.length}}
* {{Location}}
{{/Location.length}} {{#CompanyName.length}}
* {{CompanyName}}
{{/CompanyName.length}} {{#DepartmentName.length}}
* {{DepartmentName}}
{{/DepartmentName.length}}
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