If you have already searched the Knowledgebase and Troubleshooter for your solution without finding your answer then read on. If you haven't tried those options yet, consider giving it a try before you proceed. You may find that your issue as been addressed in the past, and the solution is already available.
In order to create a new support request ticket, click on the Start a conversation link off of the main Support Center page.
The first step is to select the kind of help you wish to submit your request for. If there is an issue with your existing system that needs to be addressed, select Make a support request. If you are requesting information on additions or spare parts, select Request changes, for all other inquiries select Submit general questions.
This should take you to a Send us a message screen where you can enter information required to resolve your issue.
1. Enter a short but descriptive Subject. This is what will be sent in the subject line of all the emails sent and received for this issue, so make sure it accurately describes the current issue.
2. In the body of the message enter a description of what the issue is, steps that you have taken so far, and how long the issue has existed. Use as much detail as possible provide information such as the Software Addon or Module that is the issue, the conveyor unit in question, any controls devices that need looking at (i.e. 1502PE-3 on conveyor unit P-23).
3. If it makes sense to attach a screenshot or photo of the issue to provide more information, there is an option to Upload any files you may have. This often speeds up the request resolution.
4. Use your best judgement in selecting the Priority.
When you feel you have all the information entered, hit Send to enter the data as a request in the system. You should received an automated confirmation e-mail that the ticket has been entered into the system.
Ron Heinz
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