The manuals supplied by MTS provide most of the information you need to use
and maintain your equipment. If your equipment includes MTS software, look
for online help and README files that contain additional product information.
If you cannot find answers to your technical questions from these sources, you
can use the internet, e-mail, telephone, or fax to contact MTS for assistance.
MTS provides a full range of support services after your system is installed. If
you have any questions about a system or product, contact MTS in one of the
following ways.
The MTS web site gives you access to our technical support staff by means of a
Technical Support link:
www.mts.com > Contact Us > Service & Technical Support
Weekdays 7:00 A.M. to 5:00 P.M., Central Time
Please include “Technical Support” in the subject line.
Before You Contact MTS
MTS can help you more efficiently if you have the following information
available when you contact us for support.
Know your site
number and system
number
Manual NameTechnical Support
The site number contains your company number and identifies your equipmen t
type (material testing, simulation, and so forth). The number is usually written on
a label on your MTS equipment before the system leaves MTS. If you do not
have or do not know your MTS site number, contact your MTS sales engineer.
Example site number: 571167
5
When you have more than one MTS system, the system job number identifies
which system you are calling about. You can find your job number in the papers
sent to you when you ordered your system.
Example system number: US1.42460
Know information from
prior technical
If you have contacted MTS about this problem before, we can recall your file.
You will need to tell us the:
assistance
•MTS notification number
•Name of the person who helped you
Identify the problemDescribe the problem you are experiencing and know the answers to the
following questions:
•How long and how often has the problem been occurring?
•Can you reproduce the problem?
•Were any hardware or software changes made to the system before the
problem started?
•What are the model numbers of the suspect equipment?
•What model controller are you using (if applicable)?
•What test configuration are you using?
Know relevant
computer information
If you are experiencing a computer problem, have the following information
available:
•Manufacturer’s name and model number
Technical Supp ort
6
•Operating software type and service patch information
•Amount of system memory
•Amount of free space on the hard drive in which the application resides
•Current status of hard-drive fragmentation
•Connection status to a corporate network
Manual Name
Know relevant
For software application problems, have the following information available:
software information
•The software application’s name, version number, build number, and if
available, software patch number. This information is displayed briefly
when you launch the application, and can typically be found in the “About”
selection in the “Help” menu.
•It is also helpful if the names of other non-MTS applications that are
running on your computer, such as anti-virus software, screen savers,
keyboard enhancers, print spoolers, and so forth are known and available.
If You Contact MTS by Phone
Your call will be registered by a Call Center agent if you are calling within the
United States or Canada. Before connecting you with a technical support
specialist, the agent will ask you for your site number, name, company , company
address, and the phone number where you can normally be reached.
If you are calling about an issue that has already been assigned a notification
number, please provide that number. You will be assigned a unique notification
number about any new issue.
Identify system typeTo assist the Call Center agent with connecting you to the most qualified
technical support specialist available, identify your system as one of the
following types:
•Electromechanical materials test system
•Hydromechanical materials test system
•Vehicle test system
•Vehicle component test system
•Aero test system
Be prepared to
Prepare yourself for troubleshooting while on the phone:
troubleshoot
•Call from a telephone when you are close to the system so that you can try
implementing suggestions made over the phone.
•Have the original operating and application software media available.
•If you are not familiar with all aspects of the equipment operation, have an
experienced user nearby to assist you.
Manual NameTechnical Support
7
Write down relevant
Prepare yourself in case we need to call you back:
information
•Remember to ask for the notification number.
•Record the name of the person who helped you.
•Write down any specific instructions to be followed, such as data recording
or performance monitoring.
After you callMTS logs and tracks all calls to ensure that you receive assistance and that action
is taken regarding your problem or request. If you have questions about the status
of your problem or have additional information to report, please contact MTS
again and provide your original notification number.
Problem Submittal Form in MTS Manuals
Use the Problem Submittal Form to communicate problems you are experiencing
with your MTS software, hardware, manuals, or service which have not been
resolved to your satisfaction through the technical support process. This form
includes check boxes that allow you to indicate the urgency of your problem and
your expectation of an acceptable response time. We guarantee a timely
response—your feedback is important to us.
The Problem Submittal Form can be accessed:
Technical Supp ort
8
•In the back of many MTS manuals (postage paid form to be mailed to MTS)
•www.mts.com > Contact Us > Problem Submittal Form (electronic form to
be e-mailed to MTS)
Manual Name
Preface
Before You Begin
Safety first!Before you attempt to use your MTS product or system, read and understand the
Safety manual and any other safety information provided with your system.
Improper installation, operation, or maintenance of MTS equipment in your test
facility can result in hazardous conditions that can cause severe personal injury or
death and damage to your equipment and specimen. Again, read and understand
the safety information provided with your system before you continue. It is very
important that you remain aware of hazards that apply to your system.
Other MTS manualsIn addition to this manual, you may receive additional MTS manuals in paper or
electronic form.
If you have purchased a test system, it may include an MTS System
Documentation CD. This CD contains an electronic copy of the MTS manuals
that pertain to your test system, including hydraulic and mechanical component
manuals, assembly drawings and parts lists, and op eration and preventive
maintenance manuals. Controller and application software manuals are typically
included on the software CD distribution disc(s).
Manual NamePreface
9
Conventions
DANGER
WARNING
CAUTION
Conventions
Documentation Conventions
The following paragraphs describe some of the conventions that are used in your
MTS manuals.
Hazard conventionsAs necessary, hazard notices may be embedded in this manual. These notices
contain safety information that is specific to the task to be performed. Hazard
notices immediately precede the step or procedure that may lead to an associated
hazard. Read all hazard notices carefully and follow the directions that are given.
Three different levels of hazard notices may appear in your manuals. Following
are examples of all three levels.
NoteFor general safety information, see the safety information provided with
your system.
Danger notices indicate the presence of a hazard with a high level of risk which,
if ignored, will result in death, severe personal injury, or substantial property
damage.
10
Warning notices indicate the presence of a hazard with a medium level of risk
which, if ignored, can result in death, severe personal injury, or substantial
property damage.
Caution notices indicate the presence of a hazard with a low level of risk which,
if ignored, could cause moderate or minor personal injury, equipment damage, or
endanger test integrity.
NotesNotes provide additional information about operating your system or highlight
easily overlooked items. For example:
NoteResources that are put back on the hardware lists show up at the end of
the list.
Special termsThe first occurrence of special terms is shown in italics.
Preface
Manual Name
Conventions
IllustrationsIllustrations appear in this manual to clarify text. It is important for you to be
aware that these illustrations are examples only and do not necessarily represent
your actual system configuration, test application, or software.
Electronic manual
conventions
This manual is available as an electronic document in the Portable Document
File (PDF) format. It can be viewed on any computer that has Adobe Acrobat
Reader installed.
Hypertext linksThe electronic document has many hypertext links displayed in a blue font. All
blue words in the body text, along with all contents entries and index page
numbers, are hypertext links. When you click a hypertext link, the application
jumps to the corresponding topic.
Manual NamePreface
11
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