Rockwell Automation Commercial Programs
Enterprise Toolkit & Support User Guide
For Educational Partners
Global Commercial Programs
Welcome
Overview
Enterprise Toolkit Contents
– Classroom Toolkit and
– Student Toolkit
Commercial Programs FAQ
Activation FAQ
Telephone Support
Online Support
Software, Firmware and Other Updates
Support Options
International Numbers
This guide is for active participants of the Commercial Toolkit
Programs and may not be distributed to non-authorized users.
2
Dear Partner,
Rockwell Automation is pleased to have you participate in the Program. We recognize
the value your company provides in applying our technologies to implement
customer solutions, and thank you for your support and continued participation in
this Program.
For more detailed information on the Program, please visit the Commercial Toolkit
Programs section of our Partner Relationship Management (PRM) Portal located at
https://partners.rockwellautomation.com/. This site requires a login and password.
If you have not already done so, please register for a PRM Portal account to enable
access. We recommend that you regularly visit this site to learn the latest Program
and product details. In many cases we will only be distributing information via e-mail
or posting it on the PRM Portal.
Your Toolkit contains:
• Activation Certicate containing the serial number and product key to activate the
Toolkit. Detailed information is provided in the Welcome Email you receive when your
order has been processed. Welcome kits are sent via email 5-7 days after the order is
processed.
• Media can be purchased at time of toolkit order. Please note, the most recent updates
may need to be downloaded from the support website at
http://www.rockwellautomation.com/en-us/support/product/product-downloads.html
or with Compatibility and Download webpage
https://compatibility.rockwellautomation.com/Pages/home.aspx
• Enterprise Toolkit & Support User Guide including Contact information, Toolkit
Contents, FAQ, Instructions for using the Rockwell Automation Support Center,
Knowledgebase, contacting Technical Support, and other important information
designed to help you make the most of your program benets and toolkit license.
The registered participant site will be able to use the Toolkit serial number to obtain
support in the interim. You may reach the Channel Development Team via e-mail at
rschannel@ra.rockwell.com or by phone at (0) 01.414.382.8360.
Sincerely,
Rockwell Automation
Welcome
To the Rockwell Automation Global Commercial Programs
3
• Use the instructions provided in this User Guide to obtain ecient service and
maximize the benets of your Toolkit license. Providing your authorization number for
support and serial number(s) for product updates will expedite service delivery.
• Support information specic to the Program and license purchased (support level,
serial number(s), authorization number(s), etc can be veried online via
https://commerce.rockwellautomation.com
• Make sure you sign up on our Knowledgebase at
https://rockwellautomation.custhelp.com/ to receive proactive notication of
product updates and tech notes.
Contents
1 Enterprise Toolkit Contents
- Classroom Toolkit & Student Toolkit
2 Commercial Programs FAQ
3 Activation FAQ
4 Telephone Support
5 Online Support
6 Software, Firmware and Other Updates
7 Support Options
8 International Numbers
Overview
4
1 EDU Enterprise Toolkit Contents
*Denotes product serial number indicated on toolkit activation certicate is the parent serial number to download all activations
Enterprise Software Toolkit Bundle Contents - Named & Concurrent
Design & Configuration Production Management
Studio 5000® PRO 1ySub ESD S/W* (*Includes Studio 5000 Architect) SequenceManager™ Event Console
PanelBuilder® 32
Data Management
FT® View Studio SE Ent 1ySub ESD S/W KEPServer Enterprise
RSLogix® 5 Standard 1ySub ESD Software Connected Components Workbench™ Developer Edition
RSLogix® 500 Professional 1ySub ESD S/W RSFieldbus™ 1024 FB Base Configuration Software
RSLogix® 5000 PIDE Autotune FactoryTalk® Batch 60 Units
RSLogix® Emulate 5000™ Processor Emulation FactoryTalk® Batch View™
RSNetWorx™ for ControlNet FactoryTalk® Linx Data Bridge
RSNetWorx™ for ControlNet, DeviceNet, and Ethernet/IP FactoryTalk® Linx Gateway Professional, which is a replacement for
9355-OPD0000ENE
RSNetWorx™ for DeviceNet FactoryTalk® Network Manager - Managed Switch License
RSNetWorx™ MD for ControlNet FactoryTalk® View Machine Edition Station Runtime 500 Displays
RSNetWorx™ MD for DeviceNet FactoryTalk® View SE Client
RSNetWorx™ MD for EtherNet/IP FactoryTalk® View SE Station Unlimited Display
Arena Professional Trial/Demo (product will run in Demo Mode) FactoryTalk® View Server Unlimited Display
Studio 5000® Application Code Manager Lite FactoryTalk® ViewPoint
Asset Management
FT® Historian Server Interface
FactoryTalk® AssetCentre 1000 Addtl Assets FT® Historian Site Edition - 10,000 tags
FactoryTalk® AssetCentre 4 Additional Agent Groups FactoryTalk® Historian Site Edition Advanced Server
FactoryTalk® AssetCentre Asset Inventory Agent FactoryTalk® Transaction Manager Pro 70K Tags
FactoryTalk® AssetCentre Disaster Recovery Emonitor® Machine Condition Monitoring Software (CMS), 9309-CM-
S00ENE, Note: Requires MS-SQL Database and MSSQL must be user
supplied for toolkit (Enterprise, EDU Classroom)
FactoryTalk® AssetCentre Disaster Recovery Custom Device Plug-in FactoryTalk® View SE Unlimited Redundant Server
FactoryTalk® AssetCentre Disaster Recovery for Generic FTP PlantPAx® - Virtual Image Templates for Process Automation System
Server, Unlicensed
FactoryTalk® AssetCentre Disaster Recovery for Motoman Robot PlantPAx® - Virtual Image Templates for Process Automation Domain
Controller, Unlicensed
FactoryTalk® AssetCentre Disaster Recovery for Remote Computers PlantPAx® - Virtual Image Template for Engineering Workstation, Unlicensed
FactoryTalk® AssetCentre Server PlantPAx® - Virtual Image Template for Operator Workstation, Unlicensed
Peformance & Visibility
PlantPAx® - Virtual Image Templates for Application Server OWS and
Application Server EWS, Unlicensed
FactoryTalk® VantagePoint 1 Named User Client PlantPAx® - Virtual Image Template for Asset Management Server,
Unlicensed
FactoryTalk® VantagePoint 3rd-Party Historian Connector PlantPAx® - Virtual Image Template for Batch Management Server,
Unlicensed
FactoryTalk® VantagePoint 3rd-party Real-time Connector PlantPAx® - Virtual Image Template for Historian Server, Unlicensed
FactoryTalk® VantagePoint EMI Database Connector PlantPAx® - Virtual Image Template for SQL Server, Unlicensed
FactoryTalk® VantagePoint EMI Server (with user-supplied MSSQL) PlantPAx® - Virtual Image Template for VantagePoint Server, Unlicensed
ThinManager® Redundant 10 Pack PlantPAx® - Installation ISO for an Operator Workstation, Unlicensed
FT® Metrics Authoring Client PlantPAx® - Installation ISO for a Consolidated PASS including PASS,
Historian , VantagePoint, Asset Management, OWS and EWS, Unlicensed
FT® Metrics Server 200 workcell RSLinx® Classic Gateway
Legacy Toolkit: For customers who require access to RSVeiw32, Historian Classic, SoftLogix, Studio 5000 Legacy for v20.04 and below select the Legacy Toolkit “buy with” option when you
shop for the Enterprise Toolkit. The Legacy Toolkit provides you with the appropriate activation certicate required to use the software highlighted above.
Note: All Toolkit software is subject to limitations as described in the license agreement. For product release notes and system requirements, please see our web site at
https://partners.rockwellautomation.com/
5
Please Note: EDU participants must purchase the Educational Toolkit in the Software Portal. Be
advised, when ordering you will want to select the Concurrent Enterprise Toolkit as it contains
all deliverables of the EDU Toolkit & supports EDU pricing that has been established for those
participants enrolled in the EDU Support Program.
You will go to Products -> Available Software Bundles -> Design Suite Toolkit.
Classroom vs Student Toolkit Guidelines
Classroom Toolkit:
• At least one Classroom Toolkit needs to be purchased with enrollment into the EDU Support Program.
• To be administered by the academic institution.
• Valid for 365 days.
• One required per instructor OR per lab. (e.g. If three labs per site, then at least three Classroom Toolkits
should be purchased.)
• Technical support included (see subsequent pages for details).
Student Toolkit:
• Contains the same software as the Classroom Toolkit.
• Valid for 365 days (same term as the Classroom Toolkit).
• For student use in lab - BYOD or on-site computer.
• Technical support not included.
• EDU partners are required to purchase Classroom Toolkit(s) in order to be eligible for the Student Toolkit.
• Administered to students by the academic institution.
• School may need to purchase enough for ANNUAL student need depending on how the school administers
the toolkits to students.
1 EDU Enterprise Toolkit Contents continued…
6
What is the objective of the Commercial
Toolkit Programs?
The purpose of the Educational Support
Program is to provide accredited educational
institutions & students with economical access
to Rockwell Automation Hardware, software,
and training tools. These tools help credited
educational institutions incorporate Rockwell
Automation technology into their course
curriculum & classroom environment as a
preferred standard.
Where do I nd Program details?
For Program information, please go to the
Partner Relationship Management (PRM) Portal
(https://partners.rockwellautomation.com/).
In the PRM Portal, you will nd information on the
Programs, tools to help you with our products,
your Partner Summary Report, and other details
on our products and services that are only
available to Program Participants. If you haven’t
had a chance to browse the PRM Portal, please
take a moment to do so, as PRM portal access is
one of the benets provided to you with Program
participation.
What about software that a Program
participant already owns?
Program Participants that have existing
software purchased outside the Toolkit offering
can obtain a TechConnect contract. Furthermore,
existing software can be brought into support
and resold to their customers.
For more information go to
https://rockwellautomation.custhelp.com/
Do I need additional TechConnect contracts
for GML, PLC2 or PLC3 software if the Toolkit
license my company purchased includes
support?
Yes. Toolkit Support does not include
Legacy Support. Participants may purchase
a Legacy Support contract through your
local Rockwell Automation sales oce or
Authorized Distributor.
Can a company buy one Toolkit with 8-5
Phone Support and another Toolkit with 24x7
Phone Support?
No, all participants will need to purchase all
Toolkits/installs with matching support levels.
2 Commercial Programs FAQ
7
Will a participant be able to upgrade their 8-5
Support option to 24x7 at a later time?
No. Support contracts can only be
modied at time of renewal.
What is Media?
Media is an electronic image of all software
that is available for additional purchase at time
of Toolkit purchase. Media is provided for your
internal development use only, and external
customer distribution is prohibited. Distribution
to customers may result in program termination.
• You will have activations to the products that are
included in the license type purchased by your
company (see your Contents document).
Please Note: The media provided is property
of Rockwell Automation and may not be
resold, transferred, or used in a production or
manufacturing capacity.
Who can use media?
Media is restricted to use by active
participants of the Rockwell Automation
commercial toolkit programs and authorized
channel partners only. External customer
distribution is prohibited. Distribution to
customers may result in program termination.
Is media included in the Toolkit?
No. Media is optional and can be purchased
when the Toolkit subscription is renewed at the
end of each contract period.
Can I use media to update my customers?
Media is for internal development use only and
is not intended for end customer use. Distribution
to customers may result in program termination.
Where can I nd product release notes and
system requirements?
In the Help File of each product, or please see
our website at:
https://compatibility.rockwellautomation.com/
What if a product revises between media
releases?
If you require software updates between
media releases, you can download the latest
release of the software online. Go to
https://compatibility.rockwellautomation.com/
Will I be able to activate all products included
in the media?
No. Which products you can activate depends
on the contents of your license. Some products
have third-party licensing restrictions prohibiting
inclusion in internal development licenses.
However, these products may be included on
media for update and demo purposes.
What do I need to activate my software
electronically?
To activate your software electronically you
will need:
• A computer with an Internet connection and web
browser (or email, telephone, or fax capability).
• FactoryTalk Activation Manager software
(the FactoryTalk Activation Manager software
application is included on your media if you
purchase).
• The software serial number and product key
(printed on the Activation Certicate document,
enclosed in a red envelope included with the
software media).
3 Activation FAQ
8
How do I Lock or UnLock a Serial Number?
Request via Tech Support. Go to https://
rockwellautomation.custhelp.com/ Rockwell
Automation Tech Support ... 24 x 7 around the
globe! (custhelp.com). Select Chat & Submit a
Question. Select the FactoryTalk Activation ? icon.
Select “I have a different question and would like
to submit it”, then Next. In “Please enter a short
title for your ticket”. Enter: Lock to Mail or UnLock
to Email. In “What information do you want to pass
to the Rockwell Automation Support Engineer?”
Enter the applicable Serial Number(s). A ticket will
be created and you will be notied when complete.
Who do I call if I need activation support?
Please access Technical Support at
https://rockwellautomation.custhelp.com/ or by
phone using the numbers provided on pages 11-12.
Where can I nd tutorials on FT Activation?
You can access FAQs, tutorials, and view
archived Q&As online at our Activations site
https://activate.rockwellautomation.com/
What if I need help installing a product?
Start with the Rockwell Automation
Knowledgebase for 24/7 technical information
and assistance:
• View technical/application notes
• Obtain software patches
• Ask questions, and much more!
• Subscribe for product/service emails
What is Lock to Email?
Toolkit owner can control activation
distribution to users by setting Lock to Email On.
Lock to Email requires the user to activate to an
internet computer. The owner or administrator
assigns users the explicit number of activations
they will receive. The user will receive an email
to activate. The user must use the “Activate
Software” button to activate. Direct use of
FactoryTalk Activation Manager is inhibited.
For dongle activations or deployment to a
disconnected system, Lock to Email must be OFF
and the use Serial Number and Product Key with
FactoryTalk Activation Manager is required.
Will my Toolkit have one serial number with
FactoryTalk Activation?
Yes. You will have one serial number per
Toolkit catalog number ordered. A Toolkit license
serial number includes individual activation
keys for the software products contained in the
bundle. Your Toolkit license may include multiple
installs under the same serial number depending
on the number of installs purchased.
Where can I nd product manuals and
release notes?
The Rockwell Automation Technical Reference
Library is included on media, and contains product
manuals, technical notes, and Knowledgebase les
for on-demand installation assistance.
What is the minimum version of the
FactoryTalk Activation Tool I need to use with my
Toolkit?
We encourage participants to use the latest
version of FactoryTalk Activation Manager. The
latest version of FactoryTalk Activation Manager
can be downloaded from our website at
https://activate.rockwellautomation.com
How is the Toolkit license activated?
The Toolkit license uses FactoryTalk
Activation. FactoryTalk Activation is part of
the Rockwell Automation FactoryTalk Services
Platform. It allows FactoryTalk enabled products
to be activated via les generated by Rockwell
Automation over the Internet. It eliminates
the dependency on physical media to initiate
activation. As a result, software activations can
be delivered, distributed, stored, backed-up and
moved electronically. Activation les are hosted
to your local server, machine, or a USB dongle. For
help with activation, click Help in the upper right
corner of the FactoryTalk Activation Manager, or
visit our Activations Support site at at
https://activate.rockwellautomation.com/
3 Activation FAQ continued…
9
4 Telephone Support
How to Contact
Immediately address issues with phone support.
These specialists are ready when you need them.
Please access Technical Support at
https://rockwellautomation.custhelp.com/
or by phone using the numbers provided on
pages 11-12.
Once your contract is active, you will receive a
designated authorization number that can be
found within their Welcome Kit (wallet cards) and/
or within their account prole on Knowledgebase.
You may also verify your Support Authorization
Number, Toolkit serial number, and registered
participating site information online by accessing
your Partner Summary Report on our extranet
site at https://partners.rockwellautomation.com/
Please use your designated Authorization
Number (and phone number if you purchased
System Support) when calling for support.
These numbers can only be used for support
issues regarding products included in the Toolkit
Program support offering.
Standard phone support hours are 8 am to 5 pm
Monday through Friday in the time zone of the
primary participant location unless a 24x7x365
support level was purchased.
You will receive an e-mail containing your toolkit
support entitlement information and credentials
via PDF attachment following the toolkit order
shipment. The PDF is formatted to print directly
onto Avery Stock Number 5371, so you can
print cards to carry with you and/or distribute
electronically to your engineers who use the
Toolkit software.
Please allow 5-7 days for receipt. The registered
participant site will be able to use the Toolkit
serial number to obtain telephone support in the
interim.
• If you want to ask questions and/or need support
regarding issues that have a direct impact
on your operation or business, you should
categorize the urgency as HIGH. In high urgency
situations, your system or process should remain
operational but at less than full capability. In
these situations, you require immediate or same
day resolution if possible.
• If your system or process is down and you
require an immediate response, you should
communicate this status to the telephone
support specialist directly and classify it as VERY
HIGH. In these situations, we leverage additional
technical support and engineering resources
to resolve your issue quickly. We expect you to
implement technical support recommendations
and to be available for immediate follow-up.
If this does not occur, we may downgrade the
urgency of your situation.
*Phone Support is not available on
Rockwell Automation observed holidays unless
you have elected for 24x7x365 support. A list of
these holidays for all regions can be found via the
Knowledgebase in article #819086.
10
Maximize the Value of Your Call
When you call for support, we will ask you for
the following information which you will want
to have available:
• TechConnect Support agreement authorization
number.
• You can nd this on your eWallet Cards, or access
on your Partner Summary Report on the Partner
Relationship Management (PRM) Portal at
https://partners.rockwellautomation.com/
• If you cannot locate this number, we will ask you
for your name and company site location.
• Product name(s), description and series/
revision/version number
• System conguration and components, e.g.,
operating system, etc.
• Sequence of events prompting your call
• 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:
• 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.
Make Calls
Use the designated telephone support number
listed on your support entitlement e-mail and
wallet cards, or refer to this guide for a list of
International Numbers. You can use this number
only to request support on product included in
the Toolkit TechConnect support offering. In
general, standard telephone support hours are
from 8:00 am to 5:00 pm Monday through Friday
in the time zone of the participating location
listed on your support entitlement e-mail, unless
you purchased a 24x7x365 support option.
Standard telephone support hours may vary
according to your region. Refer to your support
entitlement email for specic information.
Note: 24x7 Support is not currently available
on certain products, such as FactoryTalk
ProductionCentre, certain Safety products and
KEPServer Enterprise. Toolkit Support does
not include Legacy Support. Participants may
purchase a Legacy Support contract through your
local Rockwell Automation sales or Authorized
Distributor.
4 Telephone Support continued…
11
PACKAGED SOLUTIONS
RAPID Line Integration™ 007
PLANTPAX
PlantPAx® 008
ACTIVATION
Software Activations, Copy Protection,
Software Download Issues
010
CONTROLLERS
ControlLogix®, FlexLogix™, GuardLogix,
Communications, Associated I/O and Instruction Set
100
CompactLogix™, Compact GuardLogix, Communications,
Associated I/O and Instruction Set
101
PLC-5®, Communications, I/O and Instruction Set 102
SLC™ 500, MicroLogix™ Processor, Communications,
Associated I/O and Instruction Set
103
SoftLogix™ 5 and 5000, Associated Programming Soft-
ware, I/O and Instruction Set
105
PowerMonitor™ 500, 1000, 5000 1411 Current Transformers 107
Micro800® Hardware 110
Installation and sofware generated error support : Studio
5000, Logix Designer, RSLogix 5000, 500, and 5. RSLinx
Classic and RSNetworx Installation ONLY support
FactoryTalk View Machine Edition
111
Connected Components Workbench™ 112
DIAL MENU DIRECT DIAL MENU DIRECT
VISUALIZATION
FactoryTalk® View SE, RSView® SE, RSView® 32 200
ThinManager® 201
FactoryTalk® View ME, RSView® ME, PanelView™ Plus
Graphic Terminals, Studio 5000 View Designer®
and PanelView™ 5500
202
PanelView™ Classic, Standard, Enhanced Terminals
and PanelBuilder™ Software
203
PanelView™ Component and PanelView™ 800 204
Message Displays 205
Industrial Computers and Monitors 206
NETLINX
DeviceNet, ControlNet, EtherNet/IP and Associated
RSNetWorx™ Software
300
RSLinx
®
Classic, RSLinx® Enterprise and
FactoryTalk Gateway
301
1784 Communications Cards,
Remote Access Dial in Modems, 9300-USBS
302
Stratix® Network Switches, 9300-ENA 303
1732 ArmorBlock® I/O, 1734 POINT I/O
(not including safety modules)
304
MOTION
ControlLogix Motion, Interface Cards and
Associated Software
400
Kinetix® Servo Drives and Motors and
Associated Software (includes Ultra 3000)
401
1394, S-Class, GML™ Commander 404
CNC™ Motion 8500, 8520, 9230, 9240, 9260, 9290 , 9440,
9 Series
405
IMC Motion (121, 123, 110, ODS Software), HSRV, HSTP 407
Allen-Bradley® Legacy Servo Drives (1326, 1387, 1388, 1391,
1392, 1398), 8720
408
Anorad® Linear Motors and iTrak® Support, MagneMotion® 410
Call the Rockwell Automation U.S. Customer Support Center:
1.888.382.1583 (toll free)
or
1.440.646.3434
Monday through Friday from 8:00am to 6:00pm ET.
TechConnect Support
Direct Dial Numbers
For customers with Active TechConnect
SM
Support contracts
For online technical support:
rockwellautomation.com/knowledgebase
Select Option 3
Technical Support
1
Select Option 5
More options
2
Enter the three-digit code
from the tables below.
3
12
3 Telephone Support continued…
DRIVES AND MEDIUM VOLTAGE PRODUCTS
(1)
Current Architecture-Class Drive Products - PowerFlex®
70, 700, 700S, 700L, 753, 755, 755TL/TR/TM and 755
On-Machine drives, power conditioning products, drive
communications, DriveExecutive™, DriveExplorer™,
Connected Components Workbench™ Software,
MegaDySC® 1608M, MiniDySC® 1608N, SCR Bus Supply
and ProDySC® 1608P
500
Compact AC Drive Products
PowerFlex® 4M/4, 40/40P, 400 drives
PowerFlex® 523/525/527 drives
ArmorStart® Controllers (290, 291, 294, 280, 281, 284)
ArmorConnect® Media (280-PWRM)
Power Conditioning Products
Connected Components Workbench™ Software
501
AC Legacy drives - PowerFlex® 700H, 700AFE, 160, 1305,
1336 (Classic), 1336E (IM/PACT®), 1336F (Plus II), 1336R
(Regen), 1336S (Plus), 1336T (FORCE™ Technology), 1336Z
504
DC Legacy drives - 1395, 1397 510
PowerFlex® DC drives 511
Reliance Electric™ - LiquiFlo and Standard Drives 512
Medium Voltage - PowerFlex® 7000, PowerFlex® 6000
and 1557™ Drives, 1500 Contactors and Soft Starters,
857 and 865 Feeder/Motor Protection Relay,
OneGear™ Controllers, 1591 Load Break Switches,
PowerBrick™ Technology
513
DATA MANAGEMENT SOFTWARE
FactoryTalk® AssetCentre, RSMACC™ 600
RSBizWare™ (Historian™ Classic, PlantMetrics™,
Scheduler™)
601
FactoryTalk® Historian SE 602
FactoryTalk® Transaction Manager, RSSql™ 603
FactoryTalk® Batch, RSBatch™, eProcedure®,
MaterialTrack™
604
Manufacturing Execution Systems (MES) and FactoryTalk
Analytics
605
PMX - MES, CTM 606
FactoryTalk® VantagePoint® 607
Thingworx, Vuforia, and FactoryTalk® Edge Gateway 610
ScanESC 813
RASWin 814
INTEGRATED CONDITION MONITORING (ENTEK®)
XM®, Enpac®, Datapac®, Enwatch®, Emonitor®,
Enshare®, RSMACC Enterprise Online, Vibration
Sensors, Dynamix™ Data Collectors, Accelerometers,
Eddy Current Probes
700
PROCESS SAFETY
AAdvance® Control System, Trusted® Control System,
OptiSIS® Solution
750
LOW VOLTAGE INDUSTRIAL CONTROL COMPONENTS
Contactors and Starters, Pushbuttons, Terminal Blocks,
700 Relays and Timers, Circuit Breakers, Disconnect
Switches, 1497 Transformers, 4983 Surge Protection
800
Condition Sensing Switches (Bul. 836-840 Mechanical
Pressure, Temperature and Float, 808 Speed, 803 Rotating
Cam Switches)
801
Signaling Alarms, Beacons, Horns and Lights
(Bul. 854, 855)
802
150-154 SMC™ Smart Motor Controllers and
156 Solid-State Contactors
804
Electronic Motor Protection (E1 and E3 Plus, E300,
825 Overload Relays, 193-DNENCAT, 2100-ENET EtherNet
Comm Modules, 1608 Voltage Sag Monitors)
805
1606 and 1607 Power Supplies, 1609 Uninterruptible Power
Supply, 1492 Printer/Plotter and IFM Modules
806
900TC Temperature Controllers, 931 Conditioners,
937 Intrinsic Safety Modules
807
Motor Protection Relays (Bul. 809-819, 1409) and
Motor Winding Heaters (Bul. 1410)
808
Limit, Photoelectric and Proximity Switches,
Connection Systems and Media
809
Safety Mats (Bul. 440, 442), Relays and Switches,
Laser Scanners, Encoders (Bul. 842-847)
810
Advanced Sensing (54RF, 55RF, 56RF RFID Tags,
MultiSight™ Sensors)
811
Hazardous Location Applications 812
CENTERLINE MOTOR CONTROL CENTERS
CENTERLINE® Motor Control Centers Sales Support 900
CENTERLINE Motor Control Centers Hardware
Post-Sales Technical Support
901
CENTERLINE Motor Control Centers
Conguration Software (CIRCE™, CenterONE®
or PowerControl Builder™)
902
CENTERLINE Motor Control Centers DeviceNet,
EtherNet or IntelliCENTER® Software Support
903
DIAL MENU DIRECTDIAL MENU DIRECT
(1) Real-time remote assistance with the Live View Support™ Tool available
13
The Knowledgebase
The Rockwell Automation Support Center
https://rockwellautomation.custhelp.com is
your online resource for technical information,
support and assistance. Increase your
productivity by nding solutions to technical
questions more quickly – saving both time and
money.
Maintained by the same engineers who provide
your TechConnect Support, the Support Center
houses the Knowledgebase
https://rockwellautomation.custhelp.com,
an online database that we update with the
hardware and software solutions from actual
support service tickets.
The Knowledgebase, included with all
TechConnect support agreements, provides
you with access to over 70,000 technical notes,
documents and solutions. In addition, you can
submit questions and chat live with our Technical
Support engineers in your local language.
Create an Account
To begin using your TechConnect Support
contract, you need to create an account. For
information about how to create an account
watch the video tutorial posted to the Support
Center under the Support Center Training menu
or use the job aid posted in Knowledgebase
Answer 452148.
IMPORTANT NOTE: Use your email address as your
user name and anything you want as a password.
Enter your support authorization number into
your account profile to gain full access to all
Knowledgebase documents and features.
You can locate your support authorization number
on your e-Wallet Cards, or by accessing your
Partner Summary Report located on Partner
Relationship Management (PRM) Portal
https://partners.rockwellautomation.com/
Search Knowledgebase
For information about how to search the
Knowledgebase, watch the video tutorial posted
to the Support Center under the Support Center
Training menu or use the job aid posted in
Knowledgebase Answer 452148.
Explore Forums
Our forum community offers peer to peer support
on a wide range of topics. You can search for
an answer, offer a solution or start your own
forum discussion. For information on how to use
the forums, watch the video tutorial posted to
the support center under the Support Center
Training menu or use the job aid posted in the
Knowledgebase Answer 452161.
Submit Questions
The Submit Questions feature lets you email you
email a question on a specic product to a tech
support engineer. For information about how
to search the Knowledgebase, watch the video
tutorital posted to the Support Center under the
Support Center Training menu or use the job aid
posted in Knowledgebase Answer 44451.
Your question is assigned a service ticket
number. Our targeted email response time for
TechConnect customers is 24 business hours.
IMPORTANT NOTE: The ‘Submit a Question’ feature
is only available when you have entered your
TechConnect Support authorization number into
your account profile as described in the ‘Create an
Account’ section.
If you need immediate assistance, do not submit
an online support request. Instead, call the
telephone number listed on your e-Wallet Cards
(you must have purchased a toolkit with one of
our available phone support options to qualify for
phone support).
5 Online Support
14
5 Online Support continued…
Chat Live
Mobile friendly and available 8am-5pm local time,
chat live with our engineers for expedited issue
resolution. Visit the Knowledgebase to chat live
with Tech Support engineers at
https://rockwellautomation.custhelp.com/app/
chat/chat_launch
For information about how to chat, watch the
video tutorial posted to the Support Center under
the Support Center Training Menu or use the job
aid posted in Knowledgebase Answer 452163.
Organize Your Information
Find My TechConnect acts as your personal
information library. For information about how
to use this feature, watch the video tutorial
available at https://rockwellautomation.custhelp.
com/app/answers/answer_view/a_id/35770/loc/
en_US#__highlight
Obtaining Updates
The Toolkit Support contract enables you to
download software updates via the Web for the
products included in your Toolkit license. Please
go to https://rockwellautomation.custhelp.com/
Your Toolkit serial number and Company Name
are required to download update les. You can
verify your registered serial number and Company
name online by accessing your Partner Summary
Report on the Partner Relationship
Management (PRM) Portal at
https://partners.rockwellautomation.com/
To download software or rmware updates, hot
xes or patches, navigate to
https://rockwellautomation.custhelp.com/
and select “Compatibility and Downloads” section
from the left hand navigation.
For More Information
Visit https://www.rockwellautomation.com/
en-us/support.html or refer to the following
websites for additional information about
Rockwell Automation products and programs:
Software Registration Transfer:
https://activate.rockwellautomation.com/
Remote Support Programs:
www.rockwellautomation.com/services/
onlinephone
Partner Relationship Management (PRM) Portal:
https://partners.rockwellautomation.com/
FactoryTalk® Activation Support
If you experience a hard disk failure or an
activation related problem, you should contact
Rockwell Automation Technical Support at
https://www.rockwellautomation.com/en-us/
support.html or by phone using the call in
numbers listed on page 20. See this Guide for
a list of international numbers by country and
region, or use our Worldwide Locator online at
https://rockwellautomation.custhelp.com
Get Activation Support without picking up the
phone! Online activation support, including
Live Chat, Reference and FAQ documents,
and Activation Forum is available on the
Rockwell Automation Knowledgebase. Go to
https://rockwellautomation.custhelp.com
6 Software, Firmware, and Other Updates
15
Receive unlimited access to Rockwell Automation
technical support engineers for real-time phone
and electronic support. With deep knowledge of
our hardware and software products, and remote
desktop technology, our engineers can help you
install, congure and maintain equipment and
software, obtain software updates, diagnose
and x operating problems and perform basic
programming tasks.
Toolkit Support
The toolkit license support agreement
entitles the registered participant site to
receive technical support that covers the
product families dened within the Toolkit,
and associated hardware. In order to receive
phone support, when calling in you will need to
provide your toolkit authorization number. The
authorization number can be found in your toolkit
activation welcome email.
Partner Support (System Support)
M-F, 8-5
With Partner Support (System Support), your calls
are routed to a specialized group of technical
support engineers who are trained to support
your overall Rockwell Automation control system.
You receive a dedicated, single point of contact
who will own the ticket from start to nish and
follow up to ensure your issue has been resolved.
In addition, you gain access to a monthly series of
Webinars to stay up-to-date on new products and
offerings. Partner Support (System Support) is
available for both 8-5 and 24x7 support levels.
Standard phone support hours are 8:00 am to
5:00 pm Monday-Friday (in time zone of the
primary participating location) for TechConnect
Support.
Partner Support (System Support)
365x24x7
For companies needing support after 5pm or over
the weekend for special projects or start-ups
across the region, this option extends your hours
of coverage to include weekends and holidays.
Note: 24x7x365 support is not currently available
on certain products, such as FactoryTalk
ProductionCentre and KEPServer Enterprise.
Toolkit Support does not include Legacy
Support or Process Safety Support coverage.
Participants may purchase a Legacy Support or
Process Safety Support contract at a suggested
discount through your local Rockwell Automation
Distributor or Rockwell Automation sales oce.
For additional information on the specic
features of your Toolkit support option, see
the applicable program guide on the Partner
Relationship Management (PRM) Portal at
https://partners.rockwellautomation.com/
*Phone Support is not available on
Rockwell Automation observed holidays unless
you have elected for 24x7x365 support. A list of
these holidays for all regions can be found via the
Knowledgebase in article #819086.
7 Support Options
16
EMEA +32.2.663.0600
Austria +43.732.38.909.99
Bahrain +971.4.321.1814
Belgium +32.2.716.84.11
Czech Republic +420.221.084.002
Denmark +45.70.110.109
Finland +46(0) 771 219219
France +33.825.30.31 32
Germany +49.2104.960.630
Greece +39 0230 249 577 +39 0230 249 578
Iceland +45 43 46 6006
Ireland +44.870.241.1802
Israel +39 0230 249 577 +39 0230 249 578
Italy
199.119.900 (Brescia, Milano, Padova)
199.119.922 (Bolognia, Napoli, Roma, Torino)
Luxembourg +32 (0)2 716 84 11
Magyarorszag +43 (0) 732 38909 99
Mauritius +27 (0)860104373
Netherlands +31.297.543.543
Nigeria +27 (0)860104373
Norway +45 43 46 6006
Poland +48 (22) 459 66 07
Portugal +34 (0)93 295 90 00
Romania +420 (0)284 015 911
Russia +7 495 956 04 65
Slovakia +421.2.4058.1700
South Africa +27.11.654.9700
Spain +34.0902.309330
Sweden +46.0771.219.219
Switzerland +41.62.889.7777
Tanzania +27 (0)860104373
United Arab Emirates +971.4.321.1814
United Kingdom +44.870.241.1802
Latin America +440.646.3434
Argentina 800.666.0320
Brazil +55.11.3618.8800
Bolivia +54.11.5554.4000
Caribbean +1.787.706.3940
Chile 800.53.0012
Colombia 01.800.700.2107
Costa Rica,
Honduras
0800.013.1215
Mexico 001.888.365.8677
Nicaragua, +506.262.5495
Panama 001.800.203.3475
Paraguay +54.11.5554.4000
Peru 0800.535.36
Uruguay +54.11.5554.4000
Venezuela 800.1.00.3062
USA & Canada +440.646.3434
Asia Pacic +613.9896.0575
Australia 1.800.809.929
China 1.080.0610.0327
India +91.11.216.9085
Japan 00.44.2261.2142
Korea 0030.833.0004
Malaysia 1800.80.4851
New Zealand 0800.27.27.25
Singapore 800.186.1028
Taiwan 0080.133.3332
Thailand 001.800.3314.0008
Viet Nam +66.2.936.1500
8 International Numbers
This User Guide is designed for global use. For local language information or support you may call the
Customer Support number for your country. If your country is not included in the following list, please
call the number listed for your region.
Connect with us.
AADvance, Allen-Bradley, Anorad, ArmorBlock, ArmorConnect, ArmorStart, AutoMax, CENTERLINE, CenterONE, CIRCE, CNC, CompactLogix,
Connected Components Workbench software, ControlLogix, Datapac, DriveExecutive, DriveExplorer, Dynamix, Emonitor, Enpac, Enshare,
Enwatch, expanding human possibility, FactoryTalk, FactoryTalk Activation, FactoryTalk AssetCentre, FactoryTalk Batch View, FactoryTalk Batch,
FactoryTalk eProcedure, FactoryTalk Gateway, FactoryTalk Historian Site Edition, FactoryTalk Historian, FactoryTalk Linx, FactoryTalk Network Manager,
FactoryTalk Transaction Manager, FactoryTalk VantagePoint EMI, FactoryTalk View ME, FactoryTalk View SE, FlexLogix, GML, GuardLogix, IntelliCENTER,
iTrak, Kinetix, MegaDySC, Micro800, MicroLogix, MiniDySC, MultiSight, OneGear, OptiSIS, PanelBuilder, PanelView, PanelView 5500, PanelView 800,
PanelView Classic, PanelView Component, PanelView Plus, PhaseManager, Pico, PlantPAx, PLC-2, PLC-3, PLC-5, PowerBrick, PowerControl Builder,
PowerFlex 1557, PowerFlex, PowerMonitor, ProcessLogix, ProDySC, RAPID Line Integration, RSBatch, RSBizWare, RSBizWare Historian,
RSBizWare PlantMetrics, RSBizWare Scheduler, RSFieldbus, RSLinx Classic, RSLinx Enterprise, RSLogix 500, RSLogix 5000, RSLogix Emulate 5000,
RSLogix, RSMACC, RSNetWorx, RSPower, RSSql, RSTestStand, RSView, RSView ME, RSView SE, RSView32 Active Display System, RSView32 WebServer,
RSView32, SequenceManager, SLC, SLC 500, SMC, SoftLogix, Stratix, Studio 5000 Architect, Studio 5000 Logix Designer, Studio 5000, TechConnect,
ThinManager, Trusted and XM are trademarks of Rockwell Automation, Inc.
ControlNet, DeviceNet and EtherNet/IP are trademarks of ODVA, Inc.
Trademarks not belonging to Rockwell Automation are property of their respective companies.
Publication SYSINT-SP009C-EN-P – September 2022 | Supersedes Publication SYSINT-SP009B-EN-P – April 2022
Copyright © 2022 Rockwell Automation, Inc. All Rights Reserved. Printed in USA.
