Difference between revisions of "Support Routes"
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* 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. | * 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 <code>install.log</code>, <code>startUpLog.txt</code> and <code>logMessages.log</code> are designed into the software to help in the diagnostics of a problem. They are located in <code>C:\CPRog\</code> and are an invaluable tool for us to find solutions to software issues. Please include them in the support request, if applicable. | * The log files <code>install.log</code>, <code>startUpLog.txt</code> and <code>logMessages.log</code> are designed into the software to help in the diagnostics of a problem. They are located in <code>C:\CPRog\</code> 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 file. | + | * If you are troubleshooting a custom program in CPRog, please attach the corresponding xml file. |
==Phone== | ==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). | ||
Revision as of 11:55, 12 May 2018
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: 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.txtandlogMessages.logare designed into the software to help in the diagnostics of a problem. They are located inC:\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.
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.
