Guardian™ Support
Frequently Asked Questions
Guardian Support FAQ
Table of Contents
May 2020
Guardian Account ...................................................................................................................................................................
System Registration ................................................................................................................................................................
Information Security in Guardian ...........................................................................................................................................
Guardian Risk Management Features: System Health Score, KBAs, Software Updates, etc ..................................................
Guardian Incident Management Features: How to Contact Support and Service Call Logs ...................................................
Guardian Lifecycle Management Features: Support Status, Installed System Inventory, Subscriptions, etc. .......................
Guardian Mobile App ..............................................................................................................................................................
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Guardian Support FAQ
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Frequently Asked Questions
Guardian Account
1. Q: How do I request for a Guardian Account?
A: You can request for your Guardian Account by going into the Guardian website, https://guardian.emerson.com, navigate to
the Sign In section (see Figure 1), and click the button. If you have any questions or concerns on your account
setup, feel free to email Guardian.Info@Emerson.com.
Figure 1. Sign In
2. Q: Is there a charge in requesting for a Guardian Account? Is there a limit for number of users
per system?
A: There is no charge when requesting for a Guardian account. There is also no limit to how many users can be associated
to a supported system.
3. Q: How long does it take for a Guardian account to be approved?
A: After requesting for an account, you will receive an email asking for the system ID(s) you want to view in your account.
This will help us verify if the email provided is active and if the stated system(s) and email domain belong to the same
enterprise. Usually, you will receive your login credentials within one business day your request has been veried.
System Registration
4. Q: How does Guardian Support match the KBAs and software updates to my systems?
A: Guardian Support provides system specic data and information with the help of the system registration le. The system
registration utility collects your system’s hardware information and software revisions which are then linked to Emerson’s
technical information to provide you with customized delivery of data relevant to your systems.
5. Q: How do I generate my system’s registration file and how can I submit it to Emerson?
A: Go to System Info REGISTRATION to nd the guides on how to generate the system registration le per product
line (see Figure 2). This is also where you submit the generated system registration le from your system.
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Guardian Support FAQ
Figure 2. System Registration
6. Q: How often do I have to submit the system registration file?
A: It is recommended that you run the system registration utility and upload the generated system registration
le every 90 days or as soon as something changes to your system, i.e. changed a controller, added a workstation,
purchased a license, etc. This is to ensure that the system records you have with Emerson are up to date and the
delivery of system specic information is as accurate as possible.
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Information Security in Guardian
7. Q: Do we need the live system connected to the Internet in order to view it in Guardian?
A: All the information displayed in Guardian are obtained via the system registration le, hence, Guardian does not require
the live system to be connected to the Internet.
8. Q: What protocols are in place to ensure Guardian’s Web-based connection security?
A: Emerson is committed in protecting your information especially from cybersecurity threats. That is why Emerson regularly
adopts the most updated communication protocols to strengthen its communication security. The Guardian Support Website
now only works with TLS 1.2 communication protocol and deactivated TLS 1.0 and TLS 1.1 improving the Qualys Rating to A+.
Guardian Risk Management Features: System Health Score, KBAs, Software Updates, etc.
9. Q: How does Guardian compute the system health score?
A: System health score is a measurement on how risks known to possibly affect your system’s safety, security and process are
being managed. This is then compared relative to all the other production systems enrolled in Guardian Support. These risk
factors are presented in Guardian through the Knowledge Base Articles, Software Updates, Support Status and Open Call logs,
to name a few. The risk factors are weighted for Guardian to produce the system health score. You may consult the Guardian
Benchmark for System Health Management White Paper which is available in the resources page of the Guardian website
(see Figure 3) for the full details of risk factors and corresponding weights.
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Guardian Support FAQ
Figure 3. Guardian System Health Benchmark White Paper
10. Q: Where can I find the KBAs and software updates that are matched to my system?
A: KBAs and software updates located in the For Review disposition tab are the those that are matched to the systems
you have selected in the System Explorer dropdown menu.
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11. Q: Is there a notice on how the KBA or software update would affect the system process?
Should it be applied during scheduled site shutdown or online?
A: How the KBA affects the system is stated at the beginning of the article (see gure 4). For software updates, click the
software update name to give you the details of the update (see gure 5). You can use this information if you are applying
the update online or during the preventive maintenance schedule.
Figure 4. Knowledge Base Article
Figure 5. Software Updates Details
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12. Q: How do I search for KBAs in Guardian?
A: Since KBAs can also be used for trouble shooting, you can search for it using the search box ,
under Knowledge Base. It will search for the KBAs related to that category and disposition (see Figure 6), i.e. Product
Safety Notice KBAs For Review, Security KBAs in Action Complete etc.
Figure 6. Knowledge Base
To search for KBAs that are matched to your system, regardless if it’s under the Product Safety Notice, Security,
Process or As Needed category, use the search eld on the ALL KBA tab. To search for any KBAs in the database,
use Guardian’s FULL-TEXT SEARCH.
13. Q: Does Guardian provide a list of already installed updates and hotfixes?
A: You can view the updates and hotxes installed in a particular node by going to Assets INSTALLED DEVICES. Click the
device’s node name to go to the Hardware Details where you can view the Installed Product Hotxes and Microsoft Updates
(see Figure 7). A list can also be readily generated by clicking the Cybersecurity Baseline Report button.
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Figure 7. Hardware Details
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Guardian Support FAQ
14. Q: Where can I find the anti-virus definition files in Guardian?
A: Depending on your anti-virus provider, you can nd the Antivirus updates that are tested compatible to your system
in Support SELF-SERVICE UPDATES Antivirus Definition (see Figure 8).
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Figure 8. Antivirus Denition
Guardian Incident Management Features: How to Contact Support and Service Call Logs
15. Q: What are the ways to contact Emerson Global Service Center for support?
A: There are numerous ways to contact the Emerson Global Service Center (GSC) for technical support. For calls
requiring immediate attention, we recommend calling our technical support experts via the numbers below:
GLOBAL SERVICE CENTER NUMBERS
+1 800 833 8314 (US Toll Free)
+1 512 832 3774 (US Toll)
+63 2 702 1111 (International)
PWS EXPERT SUPPORT HOTLINE
+1 888 609 9723 (US Toll Free)
Customers may also contact the GSC by using the service call submission utility in the Guardian website by going to
Assets New Service Call. Please note that calls submitted via the Guardian Support website will be processed on
the next business day.
You can also contact them via email through: AP-SMS@Emerson.com.
16. Q: Can I track the service calls submitted to my system?
A: You can view all the service call logs that have been submitted to your system, regardless of how it was submitted and
who submitted it. You can nd it in Support SERVICE CALL LOGS (see Figure 9). View all submitted calls grouped via
Open or Closed status. It shows the details and updates of the call, as well as the resolution of the call, if its status is closed.
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Guardian Support FAQ
Figure 9. Service Call Logs
Guardian Lifecycle Management Features: Support Status,
Installed System Inventory, Subscriptions, etc.
17. Q: How will I know if my system components are still supported or under warranty?
A: Guardian shows system components that are already retired or have expired warranties. This can be found under
Assets SUPPORT STATUS (see Figure 10). Hardware and software that are on supported or retired status or have
expired warranty affect the Guardian health score as these pose risks to the systems due to their limited support.
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Figure 10. Support Status
Guardian also provides a comprehensive list of all your system devices with their respective support status. Just go to
Assets SUPPORT STATUS Support Summary (see Figure 11). This can be readily exported to an excel spreadsheet
by just clicking the Export to Excel button.
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Guardian Support FAQ
Figure 11. Support Summary
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18. Q: Where can I find the replacements for my retired/unsupported system components?
A: Clicking the product name (see Figure 10) of the item in the Support Status will bring you to the product support information
window (see Figure 12). If the hardware device has a drop-in replacement, it will be shown right next to product’s model info.
Figure 12. Product Support Information
Drop-in replacements are components that can directly replace a certain hardware without adverse impacts or further
conguration. If that hardware has no drop-in replacement, you may refer to the lifecycle status listing document for that
product line available in the resource page of Guardian. Please take note that this is only a guide and customers should still
contact their Local Emerson Partner or the Emerson Global Service Center for assistance.
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Guardian Support FAQ
19. Q: Can I download major version releases in Guardian?
A: Customers can download the ISO image of software installers, which can be burned on a DVD media or written on a USB
stick. It can be accessed in Support INSTALLATION MEDIA (see Figure 13).
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Figure 13. Installation Media
Customers can simply download the installation media of the concerned software version instead of waiting for the shipment
of DVD. However, for Machinery Manager Software, only the updates les are available. For the full installer, contact the MHM
Registration and RMA Customer Service Group at WWCS.CustServ@Emerson.com.
20. Q: Can I view my current service subscriptions in Guardian?
A: You can view your current subscriptions in Guardian under System Info SUBSCRIPTIONS (see Figure 14). Monitor
the consumption and expiration of the service enrolled to your system. Expired services previously purchased can also
be viewed here.
Figure 14. Subscriptions
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Guardian Support FAQ
21. Q: Are the system license files available in Guardian?
A: Software product keys or system license code les that are programmed to only work for a particular system or host
computer hardware can be downloaded from the Guardian website. Go to Assets LICENSE FILES (see Figure 15).
Figure 15. License Files
Guardian Mobile App
22. Q: Is there a charge for the Guardian Mobile App?
A: The Guardian Mobile App comes free-of-charge, you can download it via the Google Play Store for Android devices or the
Apple App Store for iOS devices.
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23. Q: Can I search for KBAs in the Guardian Mobile App?
A: Most of the commonly used feature in the Guardian Support website are available in the Guardian Mobile App. Just click
the Main Menu button (see Figure 16) located in the upper left-hand corner of the Guardian Mobile App to access the menu
features. To search for KBA just click Knowledge Base Articles Search.
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Figure 16. Guardian Mobile App
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Guardian Support FAQ
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Emerson
North America, Latin America:
+1 800 833 8314 or
+1 512 832 3774
Asia Pacific:
+65 6777 8211
Europe, Middle East:
+41 41 768 6111
www.emerson.com/guardiansupport
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The contents of this publication are presented for informational purposes only, and while
diligent efforts were made to ensure their accuracy, they are not to be construed as warranties
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