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Step-by-step guide: How to fill up and submit Question/Suggestion/Other Form to Service Portal.

     

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


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


 

    • Customer 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.


    • Machine Software, Select when the query is related to the machine internal application software or operating system. 
    • Machine Hardware, Select when the query is related to the machine internal hardware parts, servo driver, shafts, nozzles also included.
    • 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.


    • 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.


    • 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. example(Y00000)
    • Machine Model, type there exact model of the machine from the machine serial number plate if possible. example(YSM20R-2)









    • 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.
    • Examples of Software Name and Software Version : 
        • Off-line software YSUP:
            • YSUP-Programming/M-Tool/S-Tool                    V5.16STD R3.000
            • YSUP-MI                                                              V5.16STD R2.000
            • YSUP-License Utility                                            V5.16STD R1.000
            • YSUP-Link                                                            V1.00STD R1.000
        • Off-line software Y.FacT:
            • Y.FacT (P/M/S-Tool) M-TOOL VIEW                     V1.76STD R5.000
            • Y.FacT (T-Tool)                                                      V1.63STD R1.000
            • IT System                                                              V1.76STD R1.000
            • IT Option Offline Setup Verification                     V2.52R00
        • Pioneer Option Tools:
            • POT2                                                                    V1.15_R1.00
            • POT                                                                      V3.02 1.01
        • Dashboard:
            • Dashboard (TableauLess version)                        V2.02STD R1.000
            • Dashboard                                                           V1.09STD R2.000
        • Other:
            • Remote Machine Support Center                        V1.0.0.9
            • Remote Machine Support Client                         V3.0.1.24
            • Remote Machine Support Streamer                    V3.2.8.51
            • SS Tune-up Station                                              V3.55STD R2.000
        • Inspector:
            • YRi Off-line Installer                                             V4.10R1.200
            • iProDB                                                                  V4.1.2.1
            • YRi Repair Station                                                V4.10R1.200
            • YRi Remote Judgment Station                             V4.10R1.200
            • YSi Off-line software                                            V3.26R1.101
            • iProDB                                                                  V3.0.9.0


    • 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.


    • 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)


    • 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.


    • 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.



Only correctly filled Warranty Claim Report will be accepted. Please add as many information as You can. This will speed up warranty claim analyze.

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