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Siemens Industry Online Support
Siemens AG
Entry type: FAQ Entry ID: 16607894, Entry date: 07/07/2017
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What does Technical Support need to know when you make queries about SIMATIC WinCC (SCADA/TIA Portal)?

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  • Associated product(s)
In order to have the Technical Support answer a service request precisely and without having to ask for more information, a description as precise as possible of the unclear issue is necessary.

For support requests please use this link

This entry provides a compilation of diagnostics information from the SIMATIC WinCC environment and a list of information required by the Technical Support.

1. SIMATIC Assessment Suite - Data Collector (SAS-DC)

You should use the SAS-DC to gather all the diagnostics information and send this to the Technical Support. Detailed information is available in Entry ID65976201.

Note
For exchanging files larger than 10MB with Technical Support please also refer to the notes in Entry ID 18194667.

Note
If you use the SAS-DC, you no longer have to observe the following points, because all the information is gathered in the SAS-DC.

2. General Information

2.1 Details about the installed operating system
Make a screenshot under Start > Control Panel > System.

2.2 Details about installed Siemens software
Start the "Installed SIMATIC Software" tool under Start > All Programs > Siemens Automation > Simatic > -Inst. Software. Export the data into a .csv file.

2.3 Information in case of an operating system crash
If the operating system crashes, the Technical Support needs a memory dump of the computer. Detailed information is available in Entry ID 45020870.

3. Installation Problems

In the case of installation problems the Technical Support needs information about the operating system of the computer on which you have installed or want to install WinCC. Gather the files listed below and send them packed in a ZIP file to Technical Support.

  • Windows XP / Windows Server 2003
    C:\Programs\Microsoft SQL Server\90\Setup Bootstrap\LOG\Files (complete folder)
    C:\RASetup*.LOG
    C:\WINDOWS\WinCC_Configuration_Log.txt
    C:\WINDOWS\WinCC_Runtime_Log.txt
    C:\WINDOWS\citamis.str
    C:\Documents and Settings\All Users\User Data\Siemens\Automation\Logfiles\Setup\HMI_SQLStarter.txt
  • Windows Vista and more recent Windows operating systems
    C:\Programs\Microsoft SQL Server\...\Setup Bootstrap\LOG\Files (complete folder)
    C:\ProgramData\Siemens\Automation\Logfiles\Setup\ (complete folder)

4. License Error Message

Gather the files listed below and send them packed in a ZIP file to Technical Support.

  • The "License.log" and "License.bak" files (if available) from the "...Siemens\WinCC\Diagnostics" folder
  • The export of the file "License Keys.csv" in the Automation License Manager > File > Export in the "Management" view
  • A screenshot of the Automation License Manager in the "Management" view

5. Communication Errors

Gather the files listed below and send them packed in a ZIP file to Technical Support.

5.1 Communication problems: Server - Client

  • The information about the clients/server concerned, the status in the Lifebeat Monitoring (if configured) and the connection status in the WinCC Explorer under "Tools > Connection Status" and "Tools > Server Connection Status" and "Extras > Client Connection Status"
  • The diagnostic files from the "Siemens\WinCC\Diagnostics" directory of the server and the clients (if possible, compress the files, as *.zip archive, for example, before sending). )
  • The files of the performance monitor (see Entry 23782899)

5.2 Communication problems: WinCC - Controller

  • The information about the clients/server concerned, the status in the Lifebeat Monitoring (if configured) and the connection status in the WinCC Explorer under "Tools > Connection Status"
  • The version of SIMATIC NET and the type and designation of the communications module used
  • The diagnostic files from the "Siemens\WinCC\Diagnostics" directory (if possible, compress the files before sending, as *.zip archive, for example)
  • The files of the Windows Event Viewer (see Entry 15386411)
  • The files of the performance monitor (see Entry 23782899)


6. Error Messages from WinCC Runtime

Gather the files listed below and send them packed in a ZIP file to Technical Support.

  • The diagnostic files from the "Siemens\WinCC\Diagnostics" directory (if possible, compress the files before sending, as *.zip archive, for example)
  • The files of the performance monitor (see Entry 15386411)
  • If possible, screenshots of any error messages


7. Performance Problems, Optimization and Configuration Support

  • As precise a description as possible of the fault or required function
  • Version of WinCC and operating system used
  • Precise information about the computer hardware: Processor type, main memory configuration, size of hard disk (available memory)
  • Submit your request to Extended Support at this link.

8. WinCC in a Virtualized Environment

For a virtualized environment you should make the settings given in Entry ID 49368181

Additional Keywords
Technical Support, Hotline, Information, Help, Problem, Customer Support, Requirements, Support Request