Support Routes

Sometimes neither going through the manual or Troubleshooting guides (Robot Hardware Troubleshooting and CPRog Software Troubleshooting) contain the information that is needed to get rid of a particular error. We are constantly working on improving them.

Do get into contact with us. We are always happy to help.

email

email: In an email, 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 to find the underlying cause of a problem and the solution.
The log files install.log, startUpLog.txt and logMessages.log are designed into the software to help in the diagnostics of a problem. They are located in C:\CPRog\ and are an invaluable tool for us to find solutions to software issues. Please include them in the support request, if applicable.
If you are troubleshooting a custom program in CPRog, please attach the corresponding xml file.

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.