Remote Support
Diagnosing a fault by phone, messaging, or by sharing photos and video, without needing an on-site intervention. Most problems caused by wiring, supply or parameters are solved this way, and sending the device in for service may not be necessary at all.
The strength of remote diagnosis is that most faults stem not from the device itself but from the installation. A reversed supply connection, a cable of insufficient cross-section, a loose chassis connection or a wrongly entered parameter produce symptoms that can be seen in the field within minutes.
- Provide the device model and serial number from the outset.
- Take clear photos of the connection points and the label.
- Measure the supply voltage at the device terminals under load and report the value.
- Write down in which operation and how often the fault recurs; a short video is often faster than a long description.
With this information the support side can guide the measurement steps in order and distinguish whether the problem comes from the installation or the product. If the result turns out to be product-related, the process is transferred to the warranty and service flow. For support channels, working hours and how to open a request, refer to the current information on the contact page.
Context in which this term is used: contact page