Difference between revisions of "Support Routes"
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| − | Sometimes neither going through the [[ | + | Sometimes neither going through the [[Software Updates#Documentation|manual]], the troubleshooting guides ([[Robot Hardware Troubleshooting]] and [[CPRog Software Troubleshooting]]) or the information contained in this wiki help with the particular answers one is looking for. We are constantly working on improving the manuals and guides and we are always happy to help. |
| − | + | =E-Mail= | |
| − | + | E-Mail: In an E-Mail, next to a description of the fault, often pictures say more than a thousand words. | |
| − | |||
| − | |||
* A screenshot/photo/video of a particular error can help us a great deal and almost always speeds up the process of finding the underlying cause of a problem to find the solution. | * A screenshot/photo/video of a particular error can help us a great deal and almost always speeds up the process of finding the underlying cause of a problem to find the solution. | ||
| − | * The log files | + | * The log files are an invaluable tool for us to find solutions to software issues. [[Log Files|This article explains where to find them and how to easily add them to your E-Mail]]. |
| + | * To automatically create an e-mail with the log and configuration files click the question mark button at the bottom right corner of the 3D view, then click "Contact Support". | ||
* If you are troubleshooting a custom program in CPRog, please attach the corresponding xml file. | * If you are troubleshooting a custom program in CPRog, please attach the corresponding xml file. | ||
| − | + | ||
| + | =Phone= | ||
You can also give us a call under +49 5402 968929-0 (in Germany, GMT+1). | You can also give us a call under +49 5402 968929-0 (in Germany, GMT+1). | ||
*If you have access to the robot while on the phone, this usually helps a great deal. In that way we can diagnose together and try out a potential remedy right away. | *If you have access to the robot while on the phone, this usually helps a great deal. In that way we can diagnose together and try out a potential remedy right away. | ||
| − | + | =Remote Assistance= | |
* For Remote Assistance via Teamviewer, please have a look at [[Remote Assistance]]. | * For Remote Assistance via Teamviewer, please have a look at [[Remote Assistance]]. | ||
[[Category:Support]] | [[Category:Support]] | ||
Latest revision as of 13:28, 12 February 2024
Sometimes neither going through the manual, the troubleshooting guides (Robot Hardware Troubleshooting and CPRog Software Troubleshooting) or the information contained in this wiki help with the particular answers one is looking for. We are constantly working on improving the manuals and guides and we are always happy to help.
E-Mail: In an E-Mail, next to a description of the fault, often pictures say more than a thousand words.
- A screenshot/photo/video of a particular error can help us a great deal and almost always speeds up the process of finding the underlying cause of a problem to find the solution.
- The log files are an invaluable tool for us to find solutions to software issues. This article explains where to find them and how to easily add them to your E-Mail.
- To automatically create an e-mail with the log and configuration files click the question mark button at the bottom right corner of the 3D view, then click "Contact Support".
- If you are troubleshooting a custom program in CPRog, please attach the corresponding xml file.
Phone
You can also give us a call under +49 5402 968929-0 (in Germany, GMT+1).
- If you have access to the robot while on the phone, this usually helps a great deal. In that way we can diagnose together and try out a potential remedy right away.
Remote Assistance
- For Remote Assistance via Teamviewer, please have a look at Remote Assistance.
