Servo Motor Fault

Recently a servo motor was replaced on the machine, for the z-axis.

The driver is throwing a fault error.
https://cadcamcadcam.com/servo.aspx

The servo is a new Hansen with a provided pigtail for the optical encoder. The exact product is not listed on their site.

Unfortunatly, the supplier has no wiring diagram.

We've followed their trouble shooting instructions:
- ensure power is connected properly.
- We've double checked the correct pigtail is in use on the encoder.
- verrify connection cable
- verify female jack on controller
- modified the pots per original documentation

Everything checks out, but as soon as we move the z-axis, the servo moves one tick then the encoder indicates a fault.

Any suggestions would be helpful.

First I would rotate the encoder by hand and see if EnA and EnB are changing.

If the signals from the encoder are OK, I would try swapping EnA and EnB (or reversing the motor leads if that's easier).

This seems like very high-level troubleshooting. I appreciate this, now I know where to search for my next step.

Pre-search: I assume I'm going to find a din or similar for the hand rotation as the encoder in a fixed position. I do see that EnA and EnB are labeled - and originally expected the wiring wasn't correct.