Hi Ken, Three way switch circuits can be the bane for even experienced electricians. Does the customer's circuit work, without the 4 way switch from the two three way locations? They would have to connect their traveller wires together and leave out the 4 way switch. If the circuit does not work this way, then there is a fault in their wiring of the circuit. This becomes their problem, but you seem to be the type of fellow that wants to help the customer through this as well as get some understanding yourself. I like this. I am also of this type of customer service. So, this is our problem. Now let us say that the circuit is working without the switch. Take the 4 way switch, now, looking at the diagram included, use an ohmmeter set to 200 ohms and put the red lead on the terminal upper left side. Take the black and touch lower left (switch facing up) and see if you have continuity. If not, flip the switch, you should have continuity. Now move the black to the lower right, flip the switch if you have to. It should show continuity with the switch in the opposite direction. Move the black to the upper right, there should be no continuity with either switch position. Move the red lead to the right upper terminal. Perform the test again but on the right side lower and left side lower. You should have continuity depending on the switch position. Now, upper left and there should be no continuity. This will indicate a good switch. Now if the customer's wiring is good, then they need to connect the two traveller wires from their 3 way switch to the upper two terminals on the 4 way. The other two from the other 3 way go on the bottom two terminals. The circuit should work. Remember here please, if the switch tests good, then the fault is in the customer's installation. Now to convince the customer! The key for the customer is this, does the circuit work if he connects his wires as just a 3 way switch circuit without the 4 way. I have 40 years experience as an electrician and if I was called in to troubleshoot this circuit, this is what I would do. Once the 3 way is established as good, then the 4 way can be installed. I hope this helps.
Wiring diagram for three-way switches with pilot light-pass-seymour-3-way-wiring-diagram.jpg
JOe
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