Here you can find answers to the most frequently asked questions:
How do I contact Support?
You can reach us at support@systag.ch or +41 (0)848 704 54 0 during normal office hours, but we recommend that you send your inquiry by e-mail. We can help you much more effectively if we first activate your installation on our test computer and have a clear and precise view of your system’s configuration.
What data is required for a support case and where can I find it (by SupportX)?
- It is best to start the “SupportX” tool on your PC. This will compress all the required data into a ZIP file, which you can email to support@systag.ch.
- The “SupportX” tool can be run from C:\FlexySys\General\App\SupportX.exe
(requires FlexySys R3.2 or higher) - The “SupportX” tool can also be downloaded by the following link: SupportX download as a zip-file.
Unzip the file by using the psw: “systag” and copy the “SupportX.exe” to your desktop and run the tool by double click.
How do I set up a remote support session?
Please refer to the document “How to establish remote support connection.pdf” to find out how to set up a remote session and what requirements are necessary.
The prerequisite for remote access is that you can access the Internet from your control PC.
IMPORTANT Accessing of your control PC is happens with your explicit permission only. You can follow all of our Support actions online and interrupt the connection at any time.
Copying of files to or from your system is done only after you have granted permission to proceed with the data transfer. Data traffic between Systag and your firm is encrypted and cannot be viewed by third parties.
No CSV file is written at the end of my experiment!
No SSD file is written at the end of my experiment!
The «Cooling only» lamp on my FlexyLab unit illuminates and the acoustic alarm is activated, even though no alarm is visible on the control PC screen!
How do I order systems, spare parts and brochures?
Send an e-mail to shop@systag.ch