Support
Remote machine support and troubleshooting.
Remote support is provided by appointment using Splashtop SOS. Please call or email before starting a session so the machine symptoms, safety state, and access steps are clear.
Start a Splashtop session
When instructed, download and run Splashtop SOS, then provide the session code so support can connect.
Safety first: Remote access should only be started when the machine is in a safe condition and an operator is present at the equipment.
What to send before calling.
To speed up troubleshooting, include:
- Machine make/model and control/software version
- Fault codes or alarm screenshots
- Photos of wiring, drives, cutting head, cabinet, or issue area
- Video of the machine fault or abnormal motion/sound
- What changed before the issue started
- Material, gas, nozzle, focus, and cut settings if it is a process issue