Copyright © 2012 Rockwell Automation, Inc. All rights reserved. Rockwell Automation Online Support...

Copyright © 2012 Rockwell Automation, Inc. All rights reserved.

Rockwell Automation Online Support CenterUpdated Version released August 29, 2015


Get Support Now Page

The First Time You Visit the Page, You Need to Select Your Region From the Simple Drop-Down Menu



By Selecting a Different Region, You Will Get Country-Specific Information (Such as Local Phone Numbers)



Once a Region is Selected, You can Access the Knowledgebase as well as Many Other Support Tools

These can also be accessed directly from ab.com and the soon to be redone rockwellautiomation.com page


Rockwell Automation Support Center

Access to the latest Genius Webinars

Clear area to Log In or Sign Up For a new Support Center Account

Convert the Entire SupportCenter into other languages(more planned)

Tabs to the Knowledegbase, Submit a question, online chat, and user forums

Access to the Literature Library

Access to the download center


Support Center Home Page

Easy to Read Tabs/Buttons Along Top• Shows All Available Features to All Users• Some Features Require a Contract• Easy Navigation

Once Logged In Your Name and Company Are Clearly Displayed


Creating An Account

Select “Sign Up” in the top right hand corner

Fill in your information to create your account


Search Knowledgebase

Select “Knowledgebase” to search for an answer


Search Knowledgebase

Select an option to refine the search

Select an option from the drop-down menuto further refine your search


Searching the Knowlegdebase

You can further refine your search by using The “family” drop down menu



Type in what you would like to search for

Access any Knowledgebase article that you have saved as a favorite



The Support Center searches through the User Forums at the same time as it searches the Knowledgebase

Select one of the Technical Notes from the serch results


You can find answers related to the one you are looking at

You Can Rate the Usefulness of the Tech Note and Offer Improvements

Email or subscribe to this answer

Information Available in the AnswersTranslate the answer into another language


User Forums

Click on the “Forums” Tab/Button to Access User Forums


User Forums

Area to See Usage Statistics

User Forums are Fully Searchable

Forum Discussion Boards Sorted by Products


User ForumsUsers Can Post Questions for Others to Respond To

See different discussion thread topics

See how many posts are on a questionAnd how often it’s been viewed


User Forums

Just Like Any Forum Site• User Posts a Questions• Other Users Reply with Comments


Submitting Online Questions (email support)

Select “Submit a Question”



Select a product to ask a question about



Attach Up to a 20Mb File

Click “Continue”

Simply Type in a Subject Line andYour Question as CompletelyAs Possible



Before Your Question is SubmittedThe Knowledgebase does One Last Search

Click “Finish Submitting Question”


Click on the “Chat Live” Tab/Button

Chat Live


Chat Live

Select Product to Chat On from Drop Down Menu

Click “Chat Now”


Chat Live

This will Launch a Chat Window. While You Wait You Can Continue toSearch the Knowledgebase.


Respond Here

Our Engineer will Initiate the Chat

Chat Live

When Our Engineer is Responding the Status Will Change

Have Conversation Online!

Users Can Attach Files

Live Links can be Sent Back and Forth


Your TechConnect Account

The “Your TechConnect Account” Area is the User’sPersonal Area of the Support CenterClick on the “Your TechConnect

Account”Button


Your TechConnect Account

Find Information Such As:• Your TechConnect Support Agreement• All your Chat Transcripts• All your Telephone Service Tickets• Sign Up for Notifications and Find Your Favorite

Answers

Use this space to change the contact information for your support center account

Enter your company authorization number to get access to what is supported under your TechConnect contract


TechConnect Support Agreements

Here You Will Find DetailsOn Your Specific TechConnect Contract Including Service Levels and Expiration Dates.

You Also Have Access to Your Personalized, Electronic Welcome Kit.


Knowledgebase Favorites & Subscriptions

Click here to view Knowledgebase favorites and to sign up for product notifications

Answers Designated as “Favorites” are Stored Here – Creating Your Own Private Library of Useful Answers

Users Can Also Sign up for Proactive Notifications Here

To Sign Up For Proactive Notifications Simply Choose a Product or Category From the Drop Down Menu and Select the Button


This Section will Store All Online Chat and Feedback Requests for Future Reference

Chats and Feedbacks

The Complete Discussion Thread, along with any links or attachments, is saved and accessible for future use.


Telephone Service Tickets

Click here to view Telephone service tickets

This Section will Store All Telephone Service Tickets and Email Questions with all the Ticket Notes.

These Update Every 12 Hours.


View Recent Activity

View any recent activity on your Support Center account


Genius Webinars

Select one of these two locations to view the latest Genius Webinars.


Weekly Email Notifications

You Will Receive a Weekly Consolidated Emails with Links to All the Tech Notes Created or Updated for the Products and Categories You Signed up For


Downloading Firmware and Software Updates

http://www.rockwellautomation.com/global/support/downloads.page

– Unified Registrations Login Required– TechConnect Support Agreement Required

Select Product by description or catalog number


Qualifying for Software DownloadQualify for an Update

– Registered User Information (Name under which the software is registered)

– Software Serial Number (From the original disks)

Copyright © 2012 Rockwell Automation, Inc. All rights reserved. Rockwell Automation Online Support...

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