Installation or license request
For installer access and 14-day trial keys, use the Download page. The trial key is generated after the Machine ID is reviewed.
Support
Answer the first practical questions without forcing a live call.
The support page should handle installation and first launch, network and Modbus connection checks, TT versus VT setup, behavior model guidance, CSV trend-preview review, and where to send reports or logs when direct help is needed.
Contact Path
Start with the guide, then send details if support is needed.
The fastest support path is a clear description, the release number, the active compressor type, and screenshots or exported reports from the test.
Technical support
For connection or behavior questions, send a short support package so the issue can be reproduced or reviewed without several back-and-forth emails.
Support Request Template
Ask for the information that makes support useful.
What the customer should send
- Release number
- TT or VT
- Selected compressor model and refrigerant
- Controller or client used
- Scenario tested
- Expected result
- Actual result
Useful attachments
- Exported report
- Relevant log or captured data file
- CSV trend-preview PDF when behavior source quality is the question
- Configuration package when applicable
- Screenshots of the active monitor view
Support FAQ
Cover the first support questions before email is needed.
These FAQ items should become the base support stack. Keep the same questions in every language and localize only the wording, screenshots, and video links.
What should I check before the first launch?
Confirm Windows 10 or Windows 11, install the current release, keep the configuration folder available, and start with the Quick Start guide before connecting a real controller.
How do I confirm Modbus TCP communication?
Start the Modbus server, confirm the IP address and port, allow the application through the firewall if needed, then read a known live register from the external controller or a test client.
How do I confirm Modbus RTU communication?
Check the COM port, baud rate, parity, data bits, stop bits, station address, and cable adapter. Use one known register read before running a full compressor scenario.
When should I use TT or VT setup?
Choose the compressor family that matches the controller project. TT and VT have different behavior data, limits, warning/fault mappings, and setup details.
When should I use Compressor Behavior Model?
Use it for normal engineering validation when the external controller must see believable startup, running, unload, warning, fault, and reset responses.
How do I check a prepared behavior CSV before training?
Use Open CSV for the selected behavior source. In Open Trend of Selected CSV, check the demand-based trends for smooth RPM, power, pressure, temperature, and superheat movement. Reject files with repeated vertical bands, jumps, heavy oscillation, mixed states, or staging transitions; ask for a cleaner service log when the trend cannot support believable behavior.
When is Machine Log Replay the right choice?
Use replay when you need to reproduce one recorded event as a reference. It is not the best choice when the controller must freely change demand outside the captured sequence.
What is Basic Calculated Model for?
Use it as a fast connection and coarse response check when the behavior model is not ready. Do not treat it as the final compressor realism target.
What should I include in a report or support request?
Send release number, compressor type, controller/client used, scenario, expected result, actual result, exported report, relevant logs, configuration files, and screenshots of the active view.
Are video tutorials available?
The install and first launch, Modbus TCP, and Modbus RTU tutorials are available now. More video tutorials will be added as they are published; use the written guides and send a support request when a project needs direct help.
Support Tutorials
Video answers for common setup and support questions.
Use these tutorials to review installation, first launch, controller connections, behavior setup, CSV source review, monitoring, and support-package workflows.
Install and first launch
Show the first-use path from installer to first communication check.
Start Modbus TCP and connect a controller
Walk through TCP setup, controller connection, and the first visible live values.
Start Modbus RTU and connect a controller
Walk through RTU setup, serial connection checks, and the first visible live values.
Field logs, CSV trend checks, and engineer-estimated curves
Explain the practical modeling strategy, when a prepared CSV is good enough to train, and where estimated anchors are useful.
TT versus VT setup
Show the key differences that matter for the first working scenario.
Using the Control Quality Monitor
Focus on signal presets, event timing, and what pass, watch, and fail mean.
Packaging a useful support request
Show which files, screenshots, and descriptions make remote support efficient.
Related Pages
Support should connect back to documentation and the commercial path.
Visitors should be able to move from support to quick-start docs, pricing clarification, or download without losing context.