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Getting Help

Here are some of the common questions that support staff will need to know when working through an issue. Having these answers ready when initiating a support call or ticket will greatly speed up the process.

  1. Versions of components that are experiencing the issue.
  2. Is this a new configuration or an existing one?
  3. If this is an existing configuration, was there an upgrade made? Configuration change? Hardware or Firmware change?
  4. Is this intermittent or does it happen on a regular or predictable pattern?
  5. What OPC Client or HMI are you using with ACM?
  6. Do you have logs? If not, can you turn on the recommended logging and try to capture the issue again?
  7. Have the log files been reviewed?
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For assistance, please submit a ticket via our Support Portal, email autosol.support@autosoln.com or call 281.286.6017 to speak to a support team member.