Support Information Report
The Support Information Report is a tool for collecting product information for submission to Beckhoff technical support. Collecting product-related data such as TwinCAT version/build, product version, image version and device type reduces email traffic significantly and enables more efficient advice.
Plug-in mechanism
Various Beckhoff products interface with the Support Information Report via a plug-in mechanism. These products, such as the TwinCAT Database Server, have a Support Information Report entry in the corresponding product menu.
Creating and submitting a Support Information Report
- A Support Information Report is open.
- Use the Behaviour text field to describe the behavior that occurred in as much detail as possible.
- In the Attachment area, you can add files (screenshots etc.) to the report via the Add Attachment button, if required. Files can optionally be selected via remote access. To do this, select a target from the Remote System dropdown list. Depending on the selected target, it may be possible to browse Windows CE devices.
- Enter your contact details and select a Beckhoff subsidiary for your country.
This information is obligatory for submitting the Support Information Report. - You will be offered the option to store your contact details for future Support Information Reports. To do this, tick the Store personal data check box.
- The product-specific plug-ins can be found in the lower section of the Support Information Report. Tick the Include in report check box. The information required for the product is added automatically, if it is available. The screenshot shows the current configuration of a TwinCAT Database Server in the form of an XML file as an example.
- Submitting the Support Information Report:
- If the device has an email connection, you can submit the Support Information Report directly to the Beckhoff subsidiary for your country via the Send Report button.
- If the device does not have an email connection, you can save the Support Information Report locally as a .zip file via the Save .zip button and then make it available via FTP, USB etc.
