Support & FAQ
Here you will find answers to frequently asked questions. If you have any further questions, please do not hesitate to contact our support team.
The fastest way to support
In-App Support
You have a problem and need help quickly? Then use our in-app support!
Our support team will receive all necessary information in an uncomplicated way. All this is 100% GDPR compliant.
Here's how:
- Create Support Package directly in DataSuite 3
- Fill in details
- Describe the problem
- Upload
Our answers to your questions
Do I need a PC or can the software also run on the PLC?
Our software requires a Windows operating system and an x86 processor. Thus the software cannot be executed on the PLC CPU.
However, some panels are equipped accordingly, so you can install our software there. Our software runs in the background, so that a visualisation is not disturbed by it. The prerequisite is that a .NET runtime can be installed there. This is the case with Windows 10 IoT, for example. Current Windows versions (Windows 10/11, Windows Server) already have the necessary runtime installed.
Alternatively, operation with a virtual machine in the data centre is very popular. In this case, a network connection from the machine/system to the data centre is sufficient.
For exact system requirements, please refer to our price page.
Can I sell the software to my customers with my own logo?
You can customise our software with your own logo. Together with a customised Excel template, this creates a coherent overall picture.
To find out how the so-called white labelling works, please ask our technical support.
Is there a possibility to run the software without user login?
Yes, the software can be started as a Windows service. Please refer to the manual for details.
I want to store many different S7 variables in Excel – does it cost extra?
No, the number of variables is not limited by our software. Even the smallest licence, DataSuite 3 Basic, can process any number of different variables.
How can I include formulas and graphics?
You can create and save an Excel file with the desired graphics, formulas and formatting using Excel. You can then specify this file as a template in the program in the trigger configuration.
I want to install the software on a PC without an internet connection, is that possible?
Yes, this works. We offer an optional USB dongle for offline activation. By default, the licence code is activated via an internet connection. If you want to use the licence code for an offline PC, please ask our technical support team for assistance.
I am a reseller. Do I get different conditions?
Our prices are the same for all customers. However, you get a volume discount if you purchase multiple licences. This is especially convenient for resellers.
I need an official quote. How can I get it?
Simply make a request for a quote. Then you will receive an official quote by email.
I have questions and need help. Will this cost me anything?
No, you can reach our support hotline Mon–Thu from 8:30 am to 4:30 pm and Fri from 8:30 am to 3:30 pm by phone and email. All questions about the software, its functions and operation will be clarified by our own staff. We will be glad to help you.
If you need extensive support during project planning and commissioning, you can make use of our extended service, which is subject to a charge.
“I must say I am very satisfied. Kudos to the support for the quick and easy help.”
Uwe K.
Deputy plant management
MAV Krefeld GmbH
We are happy to help you
We stay on it until it runs! That is the quality standard we pursue.