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• Fill up the online form: Question/Suggestion/Other Form

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• Attachment area on the top. Drop the files there, specially machine backup, error logs, or other files required to explain the situation. (50Mb max)

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• Outline of query, subject. Write there short abstract, topic name related to the question, suggestion or other case. 

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Customer
• Company Name is the name of the customer were the machine is currently located, owner of the machine.
• Country, Select customer location - country.
• Area Machine Related, Chose when query is related to the Machine Software or Hardware.
• Area External Systems, Chose when query is related to the Offline Software/Programming or to External Hardware/External Units
• Other Area, Select and type the area of Your query.

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Area
• Machine Software, Select when the
problem
• query is related to the machine internal application software or operating system. 
Area
• Machine Hardware, Select when the
problem
• query is related to the machine internal hardware parts, servo driver, shafts, nozzles also included.
• If You are not sure what to select chose most suspicious area.
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• Offline Software/Programming, Select when the query is related to programing or YSUP-PG/M-Tool/S-Tool, YSUP-MI, YFacT etc.
• External Hardware/External Units, Select for all queries related to FES/ATS/FEEDERS. All external units electrical or mechanical.

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• Machine Model, type there exact model of the machine from the machine serial number plate if possible. example(YSM20R-2)
• Machine Software, Type the exact version of the machine application software.

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• Machine Model, type there exact model of the machine from the machine serial number plate if possible. example(YSM20R-2)
• Machine Serial, S/N is located on the machine name plate
, please always verify if it match witch machine software
• .
• Machine name plate example:

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• • Frequency, Select the occurrence frequency of the reported trouble. In case of Other in The Field Details/ Action how often.
  • Under Warranty, Select Yes or No, depending on the known warranty status.
  • YME Service Visit Required, Select Yes in case when You require Yamaha engineer visit on the customer side.

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• • Software Version, Type the exact machine application software version currently installed. Type "unknown" when power cant be turned on.

On the Machine side push Image Removedto see details about machine software and running time. 

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• • Error Code, Type the exact error code displayed on the machine screen.
  • Error Date, Select error occurrence date.
  • Error Time, Select error occurrence time. (Date and Time are important, allow us to analyze the machine logs faster)

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  • When, Select when the trouble occur. (multiselecting possible)
  • Where, Select the area/location of the trouble. (multiselecting possible) After selecting, detailed area become visible.
  • Other, Select in case when You want to type different option, value, location.

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  • Head, Electrical Board, Conveyor, Axis, Those possibilities become visible after selecting Where checkboxes.
  • Select exact location of the trouble or type manually as a new option. (multiselecting possible)

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• • Details, Describe, explain the trouble. Investigate, ask customer, put there as many information as You know. 
  • Actions, All steps already done to fix the issue and results of that actions. What Technicians did , What You did, Parts replaced etc.
  • Please organize data, Details and Actions should be not mixed, this will help us to understand the situation faster. Simple example:

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• example(Y00000)

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• Software Name, type there name of the software, Correct software names can be found on the Yamaha service web Software Version Information
• Software Version, type there software release number.
  • Example of Name: YSUP-MI     Example of Version: V5.16STD R2.000 

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• Unit Name, type there name of the unit for example FES, cATS10R, sATS15R, sATS30, sATS30R, FEEDER 8mm, setup station, etc..
• Unit Serial, type there serial number of the unit, can be found on the unit name plate or on the label in case of feeders or trolley.

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• Details, Describe, explain all details about Your query.

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• Question, Select when the above query is a question.
• Suggestion, Select when the above query is a suggestion
• Other, For other cases select that one.

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• Confirmation, Select what kind of data was uploaded
. Machine backup usually is required to investigate the problem, logs movies pictures etc
• .

• Push
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• Create to submit the form.

After submitting a form. Communication and possibilities

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After form was created/ submitted You can:

• Communicate with Yamaha customer support, comment the issue, upload additional files (Max size is 50Mb per file).
• Check the status and progress of the issue.
• Check the Activity and history of communication.
• Share with Your organization members, for example in case when more than one engineer is involved.
  • Please do not share with Yamaha team members it will not speed up the process.
• Download submitted form as PDF.

Service Portal Access Link: YME Robotics SMT Support

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