Getting the most out of Technical Support

help

Need Help?
If something is not working, you have found an error message or even need a bit of help with some VBA.  Then please consider sending us a quick email or giving us a call.  We specialise in the sales and support of GE Intelligent Platforms, Kepware and WIN911 products and pride our selves in offering our customers the highest level of support.

We would prefer you don't spend more than a couple of hours on an issue before contacting us as many issues we have address before and may be able to offer an immediate solution, or advice to solving your requirement.

Here are a few ideas to assist in streamlining our assistance:

  • What are you trying to achieve, or what is the error message you have received ?
  • Describe your issue in a few simple sentences, or screen print the error message
  • Was this working previously, or is this a new issue identified
  • What may have changed since it was last working ?

General information we will require when you contact us:

  • Which Windows operating system are you using (XP, 2000, 2003, 2008, Vista or Windows 7 ? Is it a 32-bit or 64-bit installation ?)
  • Is the PC up-to-date with MS Windows Patches - Have you run Windows Update on the PC ?
  • Do you have Microsoft Office installed - What version ?
  • What GE-IP product are you working with - version ?
  • What GE-IP SIMs (Software Improvement Modules) are installed ?
  • Was the Product installed with Windows Local Administrator privileges ?
  • Is there an ERROR message ? - If so can you print screen it, or record it exactly (Note: always save print screens as a JPEG to reduce the file size)
  • Does your PC have access to the Internet ?
Common Installation Questions:
  • Install all required Microsoft products first.ยท IE install Office prior to installing Proficy iFIX or Historian.
  • Perform a Microsoft Update.
  • Install Proficy software - Using Windows Local Administrator privileges
  • Check and Install all required SIMs
  • Can you see the product's licensing details - Do you have a valid product License
 win-update
Proficy iFIX specific questions:
  • What is the serial number/s of the iFIX key you are using ?
  • How many SCADA nodes are involved in this issue ?
  • How many Client/View nodes are involved in this issue ?
  • What I/O driver are you using ? What is the version number of I/O driver installed ?
  • What I/O devices are you trying to communicate with ? (make, model, communications method)
  • Has your system been recently upgraded from a previous version of iFIX ? If it was an upgrade, what version did you upgrade from ?
  • Is your question related to FIX Desktop ?
  • Is your issue related to the iFIX Workspace (Client) ?
  • Do you have any custom VBA scripts in your picture ?
  • If you are reporting a reproducible issue, can you please provide the steps you use to reproduce (or provide symptoms leading up to event) ?

Where to find information:

  • Have you read the relevant section in the Electronic Books supplied with all of our products
  • Have you checked the Product Logs for error messages
  • Have you checked the Windows Event Viewer for error messages
  • GE-IP Knowledgebase service: http://support.ge-ip.com (Note forums are not generally for specific support questions, should you log them there answers may not be as prompt as logging them directly with us, or via a direct support case with GE-IP)
  • Send us an e-mail - support@iic.co.nz