Status report

Table of contents

Note:
An internet connection is required to send a status report.

With the status report, you can send us incidents and suggestions for improvement directly from the program. The status report contains all the information and data from your program that our technical support needs to analyse and process your case.

Data transmission

The status report does not contain any data protected under the EU General Data Protection Regulation. Regardless of this, status reports are deleted at the latest three months after completion of the associated process.

Attention!
If you do not select the option "I hereby confirm that I accept the privacy policy", we are not allowed to contact you about the status report for privacy reasons and cannot support you:

The name and email address are used exclusively for making contact and are not included in the separately saved status report.

The following data is sent with the status report:
- Error descriptive data
- Screenshots
- Project information
- Excerpts from the database
- Software/Hardware information
The following data will not be sent for data protection reasons:
- Personal data
- Real names
- Addresses
- Project documents
You can optionally provide the following data by selecting the respective option:
- Estimation data and labour hours
- Element/Grid price lists and position libraries

Send status report

Press the F11 key to open the service menu.
In the service menu, click "Send status report":
In the following window, enter a short and concise description of your request under "Subject":
Under "Message" enter detailed information about your request. The more detailed your description, the faster and better we can help you.

Database

Always include the name of the profile supplier and the system name in the subject field.

Example 1

Subject:
ORGA FRAME+ 75 Gasket frame incorrect

Message:
I just received feedback from the fabrication department that the gasket frames 471113 are too short in width and height by 10 mm. Please check.

Example 2
Subject:
Manufacturer (ORG), System (WS/DS 75, Wi/Do 72): U-value is missing

Message:
The U-values are missing for articles 1381 and 4790. Please add.

Program error

Always specify the program area in the subject and describe in the message the conditions under which the program error occurs.

Example 1

Subject:
Printout of the cross section plan: Missing cross sections

Message:
When creating the printout, we noticed that the cross sections are not displayed. How can we solve this problem?

Example 2

Subject:
Missing data in saw file for OMS AZ SP 1300

Message:
In the saw file in the OMS AZ SP 1300 format, the information about the position, the insertion and the field number is missing.

Program termination

Always specify the program area in the subject and describe in the message the conditions under which the program termination occurs.

Example 1

Subject:
Program termination in the input of elements at the bottom configuration

Message:
A crash occurred in the "Element" section in the "Insertion data" > "Bottom configuration" while I was selecting the colour of the threshold.

Example 2

Subject:
Program termination in the 3D view of the input of elements

Message:
The 3D animation of L/S/Dr elements crashes when the position is rotated.

Suggestion for improvement

Always specify the program area in the subject and describe your suggestion for improvement in the message.

Example 1

Subject:
Improvement: Increase the number of assembly places

Message:
Unfortunately, six assembly places are not sufficient for us. Could you increase the number to 20? Looking forward to your feedback.

Example 2

Subject:
Equal parts CNC – Combining across positions

Message:
Equal parts are combined with the correct assembly names, but still defined with position-related quantities in the CNC file. In our case, the profile ORG 13814790 with the assembly name "W13" was transferred to the CAM 8 times with different quantities in the CNC file. It would be clearer to transfer one part with the assembly name "W13", a barcode and a total quantity of 44.
Can't this be done in a compact summary?

Select the options "Estimation data and labour hours" and/or "Element/Grid price lists and position libraries" if you want to send us this data.
Select "Name" and enter your name and an email address so that we can contact you regarding the status report.
Confirm that you accept the privacy policy. Click the "Privacy Policy" link for full details.
Click "Send" to send the status report directly over the internet.
Click "Save" to save the status report locally on your computer.