How to get help

Contact Genmark Product Support:

Via email at csupport@genmarkautomation.com
By telephone at 1-408-745 6520
24 hour toll free number: 1-866-GM ROBOT (1-866-467-6268)
By fax at 1-408-745-0635

What information do you need to provide when contacting Technical Support?

1. Your name



2. Your telephone number



3. Your email address



4. The name of your company



5. Your robot model and robot serial number



6. A detailed description of the problem or issue



7. The sequence of the event that can reproduce the problem



8. What you have tried to solve the problem

How To Get Faster Solutions to your Problems?

1. Have you checked with your on-site expert?
   Check with your on-site expert to determine whether someone else has already experienced the problem.



2. Know your product serial number



3. Make sure support engineer understands your situation
   Make sure support engineer understands what you are trying to accomplish and what is preventing you from meeting your goal. Be specific in your problem description



4. Inform support engineer of the steps you have already taken
   This will speed up finding the solutions.



5. Provide background information
   Give details such as host schemes, tools layout, station setups, previous steps, screen alerts, and so on.



6. Look for what's different
   Ask yourself, "Has the process I am using worked previously? Have I mismatched the controllers and the robots? Has anything changed in my setup or methodology?" Seemingly minor alterations can often produce unexpected results.