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Maintenance
Contact ICT Customer Support
300 MagneMotion
Rockwell Automation Publication MMI-UM007F-EN-P - September 2020
Contact ICT Customer Support
To receive the most value from the Rockwell Automation Independent Cart Technology (ICT)
Support Specialists, have the following information ready before contacting ICT Customer
Support.
1. The name, email address, and telephone number of the person to contact.
2. The facility address where the system is located and the project name.
3. The date, time, and a detailed description of the anomaly.
•
The command the equipment was executing when the anomaly occurred.
• The effect on system performance (for example, stalled vehicles, overheating).
• How was the system operating before the anomaly occurred and for how long?
• Any recent changes to the system (physical reconfiguration, speed/acceleration
changes, configuration file changes).
• Any corrective actions performed (for example, system reset, replaced parts,
loaded software, power cycle). What were the results of those actions?
• Any special system environmental conditions (for example, vacuum, high heat,
high humidity).
• Any potential non-MMI causes of the issue (for example, power outage,
mechanical interference, host failure).
• Can the problem be reproduced?
4. The equipment type, part number, serial number, and location in the system (path,
motor id).
5. Include the following files from the time of the anomaly.
•
Node controller and high-level controller log files.
• Node Controller Configuration Files.
• Host controller command logs (if available).
• Any product-related faults and error messages observed through the system
host, NCHost, the web interface, and so on.
6. Is there any other information that can assist our Specialist?
7. Contact ICT Customer Support:
Main Office Customer Support
MagneMotion, Inc.
A Rockwell Automation Company
139 Barnum Road
Devens, MA 01434, USA
Phone: +1 978-757-9100
Fax:
+1 978-757-9200
+1 978-757-9102
ICTSupport@ra.rockwell.com