13 KUKA Service
13.1 Requesting support
Introduction
This documentation provides information on operation and operator con-
trol, and provides assistance with troubleshooting. For further assistance,
please contact your local KUKA subsidiary.
Information
The following information is required for processing a support re-
quest:
• Description of the problem, including information about the duration
and frequency of the fault
• As comprehensive information as possible about the hardware and
software components of the overall system
The following list gives an indication of the information which is rele-
vant in many cases:
‒ Model and serial number of the kinematic system, e.g. the manip-
ulator
‒ Model and serial number of the controller
‒ Model and serial number of the energy supply system
‒ Designation and version of the system software
‒ Designations and versions of other software components or modifi-
cations
‒ Diagnostic package KRCDiag
Additionally for KUKA Sunrise: existing projects including applica-
tions
For versions of KUKA System Software older than V8: archive of
the software (KRCDiag is not yet available here.)
‒ Application used
‒ External axes used
13.2 KUKA Customer Support
The contact details of the local subsidiaries can be found at:
www.kuka.com/customer-service-contacts
KR IONTEC
MA KR IONTEC V4 | Issued: 11.05.2021 www.kuka.com | 339/344
KUKA Service
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