QUESTION:
Which Details does Technical Support need regarding Inquiries on
SIMATIC WinCC?
ANSWER:
For the Technical Support to reply to an inquiry precisely and
without questions, a description as precise as possible of the
facts to be clarified is necessary..
This entry contains a compilation of FAQs from the area of
SIMATIC WinCC and a list of the information required by Technical
Support.
In any event, the following information is absolutely essential
for ensuring that a CPU-related query can be processed
speedily:
- SIMATIC WinCC version (version, service pack, Hotfix, WinCC
options, WinCC add-ons),
- Configuration or topology of the system (server, clients,
PLC),
- Details about the operating system (version, service pack,
Internet Explorer),
- Details about additional software installed (SIEMENS or
non-SIEMENS software).
In addition to the general details, the following section
summarizes the additional information required for FAQs:
1. Query about the
configuration
2. License error message
3. Communication
problems
4. Error
messages from WinCC Runtime components
5. Performance
optimization
6. TIA - (Totally Integrated
Automation)
1. Query about the
configuration
The details specified above and a concrete
description of the required functions are sufficient for queries on
the configuration.
2. License error
message
- Screenshot of the installed authorizations on the computer in
question ("Simatic > AuthorsW > AuthorsW").
- "License.log" and "License.bak" files (if present) from the
"Siemens\WinCC\Diagnose" folder.
3. Communication
problems
- Information about clients/servers in question, status in life
beat monitoring or connection status in WinCC Explorer under
"Options > Connections Status".
- SIMATIC NET version, as well as the type and description of the
communication modules used.
- Send us the diagnostic files from Siemens\WinCC\Diagnose on the
server and from the client (in compressed format, if possible, e.g.
as a *.zip archive).
- Send us the event log from Microsoft Windows NT/2000/XP if
problems arise with the communication card in the computer (refer
to Entry ID 15386411 for details about the procedure).
4. Error messages from WinCC
Runtime components
- Send us all the files from the "Siemens\WinCC\Diagnose"
folder.
- Send us the event log from Microsoft Windows NT/2000/XP if
problems arise with the communication card in the computer (refer
to Entry ID 15386411 for details about the procedure).
- In the case of Microsoft Windows NT 4.0/2000/XP, send us
Drwtsn32.log and the backup of User.dmp (if they are present and
not too big).
- As precise a description of the fault as possible.
- If possible, screenshots showing any error messages that are
displayed.
5. Performance
optimization
- Precise details about the computer hardware: processor type,
RAM, hard disk capacity (free memory capacity).
6. TIA - (Totally Integrated
Automation)
- List of the installed SIMATIC software in the form of a csv
file. This is created in the SIMATIC Manager via "Help > Info
> Installed Software: Display".
Please also note Entry-ID: 18194667 for the exchange of files
with Technical Support.
In order to submit an inquiry to the technical support, please
use the link " Requesting Technical Support (Support Inquiry)" at
the end of the entry.
Keywords:
Technical Support, Hotline, Information, Help, Problem, Customer
Support, Prerequisites
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