Rockwell Automation TechConnect User Manual
SUPPORT
USER GUIDE
TechConnect
Table of contents
Welcome 3
Introduction 4
TechConnect support summary of benets 4
How to contact technical support 5
Maximize the value of your call 5
Online support center
Create an online support center (Knowledgebase) account 6
How to search Knowledgebase 6
Explore forums 6
How to submit questions 7
How to chat live with Rockwell Automation engineers 7
TechConnect support options
Support options summary 8
Support options detailed 9
Other support agreements (Subscriptions, toolkits, ThinManager, etc.) 10
TechConnect upgrade options 12
Product family coverage 12
Support deliverables 12
Hardware calibration and repair (ESAFE SUPPORT ONLY)
Equipment calibration 13
Accessory testing and replacement 13
Equipment repair 13
Requesting calibration 13
Obtain an RMA 13
Glossary of terms 14
Useful links 15
TechConnect Support • User Guide | 02
Welcome
Dear Valued Customer:
Congratulations on your purchase of a Rockwell Automation® TechConnectSM Support agreement.
We are committed to providing you with immediate access to the tools and resources you need to troubleshoot
problems and implement performance improvement changes related to your automation equipment.
We have designed this guide to help you obtain ecient service and maximize the benets of your TechConnect
Support agreement. Read the following information carefully and keep a copy of this guide for future reference.
In addition, we encourage you to:
Register to our support center and Knowledgebase by using this link: rockwellautomation.custhelp.com
Fill in the following elds for easy reference to expedite service delivery:
TechConnect Support Center authorization number
Support telephone number
If you have any questions about TechConnect Support, use the Find Your Local Distributor or Find Your Rockwell
Automation Sales Oce utilities available from with the Rockwell Automation support center.
Thank you again for purchasing TechConnect Support. We look forward to helping you optimize the performance of
your automation assets to meet your production and business goals.
Sincerely,
Rockwell Automation Services
1201 South Second Street | Milwaukee | WI 53204 | Tel. (414) 382-2000
TechConnect Support • User Guide | 03
Introduction
Technical troubles cause headaches and can inhibit
production performance. Whether it is to quickly resolve
production issues, improve training, or streamline software
updates, purchasing a TechConnectSM Support agreement
can provide the knowledge and support needed to
address challenges.
TechConnect support
summary of benets
Resolve issues with online support and access
your support history
• Submit questions online or chat live with highly trained
technical support engineers
• Use the personal portal to manage phone and online
interactions, receive product notications, and save
favorite content
Immediately address issues
• Get back up and running faster with support from our
product specialists, who can help install and congure,
troubleshoot, or diagnose technical issues
• These specialists are ready when you need them
with 24x7x365 availability
Manage training
• Meet training needs and improve employee performance
with discounted access to our Learning+ subscription
Better manage software updates
• Help prevent crises, extend functionality,
and improve user experiences with access
to the latest software updates
Solve issues faster with Augmented Reality
• Our Digital Assist Library uses augmented reality to walk
you through the proper steps to complete repair and
maintenance work on Allen-Bradley products
• Use our Live View Support™ Tool to share live video
feed and have an experienced technician view your
equipment in real time and provide specic, detailed
directions for repairing the hardware
TechConnect Support • User Guide | 04
How to contact
technical support
Customers will only receive the entitlements based on the product/software listed on their contract. For example,
if a Customer has Studio 5000® Subscription Software and tries to call into Technical Support for an issue on a
CompactLogix™ Controller, they’ll be denied support. Our Engineers will only provide support for products which are
covered on the Customers active support contract. Support contracts include: TechConnect, Perpetual with Maintenance,
Subscription, Toolkit, ThinManager® and ESAFE®.
Once a Customer has an active contract, there are four ways to contact our Technical Support Engineers:
1. Phone Support: Immediately address issues with phone support. These experts are ready when you need them
24x7x365. Once a Customer has a Software Maintenance and Support contract, they’ll receive a designated
authorization number that can be found within their Welcome Kit and/or within their account prole on
Knowledgebase. Customers can reach our Technical Support teams by either using the main phone numbers
of (TOLL FREE) 1-888-382-1583 or 1-440-646-3434. Once they call in, they’ll input their authorization number
for support entitlement.
2. Chat Live: Visit Knowledgebase to chat live with Tech Support engineers at rockwellautomation.custhelp.com.
3. Forums: See what your peers are saying, ask and answer questions and network with other industry professionals.
Visit Knowledgebase to chat with one of our many forums.
4. Submit a Question/Email: When you don’t need an answer right away, submit a question via email to one of our
Technical Support Engineers. Visit Knowledgebase to submit a question.
5. Live View: Share a real-time view of what you’re seeing directly with our technical experts. This capability
requires the user to download the Vuforia Chalk app on their mobile device and create a free account using their
email address to log in. When calling into TechConnect for support, our technical experts will share a code that
can be used to unlock all features of Vuforia Chalk without the requirement of a license. This will enable a real-
time view using your device’s camera to assist in articulating the issue and expedite the troubleshooting process.
Maximize the value of your call
When you call for support, we ask you for the following information which you will want to have available:
1. TechConnect Support agreement authorization number
• You can nd this on your support agreement and/or wallet cards. You may also have recorded it on page 2
of this guide. If you cannot locate this number, we ask you for your name and site location.
2. Product name(s), description, and series/revision/version number
3. System conguration and components, for example, operating system, etc.
4. Sequence of events prompting your call
5. Complete error message if applicable
• In addition, you should communicate to the telephone support specialist who answers your call the urgency
of your situation so that we can respond appropriately. Use the following as a guide:
1. If you want to ask questions and/or need support regarding issues that have minimal or no immediate
impact on your operation or business, you should categorize the urgency as MEDIUM. In normal situations,
you agree that it is acceptable if your issue is not resolved on an initial call.
TechConnect Support • User Guide | 05
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