MCE hydro duplex door issue

I have a MCE HMC-1000 PHC series hydro controller duplex and both 4 stops
I have never witnessed the issue but customer states that every couple days this only happens on floor 1 and the LL the elevator will go to the floor and sit with doors open until someone goes in to give it a call then it will take off running again both cars are doing it , does not respond to hall calls until a car call is given I have replaced on both controllers the open and close relays and still having issues
Customer says when doors are open if you lean in and hit the call buttons noting happens but if you walk into the elevator and hit the call buttons doors close and elevator runs it randomly happens on both elevators and not at the same time
Thanks in advance for any help on this

I forgot to add in both elevators have card readers but they are used for only the 2nd and 3 rd floors 1st and LL do not use the reader

MCE Tech Support 916-463-9200

Make sure your door open limits are opening up when the door reaches full open.

I know you probably did this but...When that happens... Both units sit with doors open or just one unit? Are hall calls latched but the car won't go or are completely deactivated? I was thinking in parameter 5.4.4.18 (DOORS TO OPEN IF PARKED). Is this parameter set to open doors? If so a issue with the closing sequence can cause problems. Is this a problem that have always been noticed? Usually new Management will bring up problems but in reality it's been going on for years.

I’ve never been hot on a customer being in the machine room, however it can be a set of eyes to record information in your absence. Leave off the controller covers and suggest to the customer when this issue occurs, use their smart phone to photograph or write down what’s being displayed on the LCD screen and if possible video the CPU white box to capture all outputs there. Anything other than “NORMAL” on the LCD screen and normal scrolling red LED’s might be a clue. Or similarly set the address to monitor door inputs and do the same thing. I vote as well for rechecking the parameters for valid floors and parking. Also verify floor information (addresses and ID) for both cars.

🤪 I see this was last week, so maybe you got it figured out.