Maintenance
Contact Rockwell Automation Technical Support
382 MagneMotion
Rockwell Automation Publication MMI-UM002F-EN-P - October 2022
Contact Rockwell Automation Technical Support
Before contacting Technical Support, have the following information ready.
1. The name, email address, and telephone number of the person to contact.
2. The facility address where the system is located and the project name.
3. The date, time, and a detailed description of the anomaly, including:
• The command the equipment was executing when the anomaly occurred.
• The effect on system performance (for example, stalled vehicles, overheating).
• How the system was operating before the anomaly occurred and for how long.
• Any recent changes to the system (physical reconfiguration, speed/acceleration
changes, configuration file changes).
• Any corrective actions performed (for example, system reset, replaced parts,
loaded software, power cycle). Describe the results of those actions.
• Any special system environmental conditions (for example, vacuum, high heat,
high humidity).
• Any potential non-MagneMotion causes of the issue (for example, power out-
age, mechanical interference, host failure).
• Reproducibility of the anomaly.
4. The equipment type, part number, serial number, and location in the system (path,
motor id).
5. Include the following files from the time of the anomaly.
• Node controller and high-level controller log files.
• Node Controller Configuration Files.
• Host controller command logs (if available).
• Any product-related faults and error messages observed through the system
host, NCHost, the web interface, and so on.
6. Include any other information that can assist our specialist.
7. Contact Rockwell Automation TechConnect
℠
(rockwellautomation.custhelp.com).
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