29-hour remote support session restores RTG fleet functionality in Colombo, Sri Lanka

South Asia Gateway Terminals (SAGT) encountered a critical technical issue that rendered their RTG cranes inoperable. Working with data from the Auto-TOS Reporting retrofit, Konecranes initiated a 29-hour remote support session involving over five people across three time zones to find the root cause, troubleshoot options and devise a workable solution to quickly restore crane functionality.

A leading terminal operator in South Asia, SAGT has partnered with Konecranes since 2007 to enhance operational efficiency with the latest in container positioning technology. In 2019, SAGT wanted to upgrade their fleet of 37 non-Konecranes Rubber-Tired Gantry (RTG) cranes at their Colombo terminal, so Konecranes installed the Auto-TOS Reporting retrofit. Integrated into the terminal operating system (TOS), the retrofit uses GPS to keep track of yard inventory right down to the centimeter, while improving data visibility across operations. In case of any technical issues, Konecranes provided an on-site and remote support agreement for the Auto-TOS.

In May 2025, a technical issue caused the RTGs at the SAGT terminal to cease functioning. The reason for the problem was not obvious, and it soon became clear that the complexity of the fault required immediate and sustained technical intervention to avoid prolonged downtime and operational disruption.

Expertise and accuracy in a race against time

Across a continuous 29-hour remote support session, the Konecranes Remote Services Team worked closely with SAGT’s on-site personnel to diagnose the cause of the malfunction, guide real-time troubleshooting and system validation, and deliver clear, actionable instructions to restore crane functionality.

“Thanks to our close collaboration and the technical expertise of the remote Konecranes team, the root cause was identified and resolved in a matter of hours,” says Chinthaka Abeynaike, General Manager, Information Technology, SAGT. “Affected assets were successfully returned to operation, minimizing downtime and clearly showing the value of proactive remote support.”

A visual check of the equipment confirmed that there was no physical obstruction or damage, the fact that all the cranes stopped working simultaneously suggested that it was a data issue. The root cause highlighted that one old modem was not transmitting properly to the GPS system and needed replacement. Although it sounds simple, this is a rare problem, so it took a total of 29 hours to identify, test, diagnose and resolve. The remote support agreement between SAGT and Konecranes ensured a specialist team was available for consultation as long as necessary. An on-site visit is only needed if the problem cannot be resolved remotely.

Key to their success was the fact that the Remote Services Team had access to accurate crane data right up until the moment the technical fault arose. The Auto-TOS Reporting retrofit ensured that every crane automatically counted its moves, mapped the position of every load, and interfaced directly with the TOS in real-time. Part of the Konecranes Any Brand series, the retrofit is suitable for all types of RTGs, including the non-Konecranes machines at the SAGT terminal.

Remote support brings multiple benefits

With advanced data tools at their disposal, Konecranes remote support can help terminal operators resolve even highly complex technical issues 24/7, much faster than it would take an engineer to visit the customer site in person. Not only does this reduce unplanned downtime, but customers strengthen their in-house maintenance capabilities by learning directly from Konecranes expertise. In addition, this is a sustainable solution that lowers the overall volume of carbon emissions by reducing the need to travel, and it’s very cost-effective for remote locations.

“This case highlights the power of long-term partnerships and the effectiveness of remote diagnostics in high-stakes industrial environments,” says Olli-Pekka Nieminen, Remote Services Manager, Konecranes Port Services. “The ability to deliver continuous, expert-level support, even across time zones, demonstrates Konecranes’ commitment to customer
uptime and operational resilience.”