General
So that zenon support can be processed efficiently,
the following information must be provided with every new support request:
- Which zenon version is being used
- Which zenon build version is being used
Additionally
Whenever possible, the situation should be recorded on print screens.
Communication
For all forms of communication problems, it is of great value if a DIAG recording or a SIC can also be sent.
Stability
After a crash (unhandled exception), a SIC should be created as soon as possible and an attempt made to determine what happened before, during and after the incident.
It is also essential to know whether the behaviour is reproducible or non-reproducible.
Licences
In the event of problems with licences, please always provide the full licence number.
Installation
If an installation does not run smoothly, a SIC is required.