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. You can open here a support ticket or request a live online demonstration.
The fastest way to 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% DSGVO compliant.
- Create Support Package directly in DataSuite 3
- Fill in details
Our answers to your questions
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 visualization 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. “Normal” Windows 10 versions already have the necessary runtime installed by default.
Alternatively, operation with a virtual machine in the data center is very popular. In this case, a network connection from the machine/system to the data center is sufficient.
For exact system requirements, please refer to the price list.
You can customize our software with your own logo. Together with a customized Excel template, this creates a coherent overall picture.
How the so-called white labeling works, please refer to our operating instructions.
Yes, the software can be started as a Windows service. Please refer to the manual for details.
No, the number of variables is not limited by our software. Even the smallest license, DataSuite 3 Basic, can process any number of different variables.
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.
Yes, this works. We offer an optional USB dongle for offline activation. By default, the license code is activated via internet connection.
Our prices are the same for all customers. However, you get a volume discount if you purchase multiple licenses. This is especially convenient for resellers.
Simply make a request for a quote. Then you will receive an official offer by email.
No, you can reach our support hotline Mon-Fri between 8:30 am and 4:30 pm by phone and e-mail. 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.
Error handling and log
In-app support with the log
If you run a trigger and it ends with an error, the first place to look for errors is the log.
You can open the log for a trigger either from the home page by clicking on the corresponding trigger in the trigger history or from the Trigger tile in the Trigger menu.
"I must say I am very satisfied. Kudos to the support for the quick and easy help."
Deputy plant management
MAV Krefeld GmbH
Open a support ticket
Trouble? We will find a solution!
We are happy to help you
We stay on it until it runs! That is the quality standard we pursue.