Step-by-step guide: How to fill up and submit Machine Hardware/Software Trouble Report to Service Portal.

• Fill up the online form: Machine Hardware/Software Trouble Report

• • Attachment area on the top. Drop the files there, specially machine backup, error logs, or other files required to explain the situation. (50Mb max)
  • Outline of the problem, subject. Write there short abstract, topic name related to the fault, or warranty target etc. 
  • Customer Name is the name of the customer were the machine is currently located, owner of the machine.

• • Status Machine Down, Select in case when machine can't be used for production, is not operational, can't be powered on etc.
  • Status Production Possible, Select in case when machine can produce, almost all operations possible, accuracy is reduced or slowed down etc.
  • Area Machine Software, Select when the problem is related to the machine internal application software or operating system. 
  • Area Machine Hardware, Select when the problem 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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  • 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:

• • 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.

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

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

• • 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)

• • 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:

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

• • Push to submit the form.

• After submitting a form. Communication and possibilities

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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