CEMCO – Support Overview

Technical Support staff here at AMS Controls are available to provide you with solutions to problems, facilitate controller repairs, and help with end-user training by answering questions about our products, machine applications, and production issues related to our controls.

AMS Controls encourages self-support through a variety of manuals, FAQs, and support articles available online, free of charge, with no account requirements. All you need to do is search for your product or problem within our Knowledge Base. We find that our Knowledge Base search function works as a powerful troubleshooting tool allowing for those who may not be the most tech-savvy to discover supporting documentation for their issue or product efficiently and quickly. Not only does the Knowledge Base provide quick search capabilities, it also contains a majority of software needed to support AMS Controls products.

Note: Admin rights are not required to run any software used for AMS Controls applications. If Admin privileges are required, it is only at the time of installation. 

You can access our knowledge base here.

Please note how AMS Controls support process works so we can help you as efficiently as possible. Providing all of the information we need in your first contact will speed up the process.

• About Support
• Requesting Eclipse Classic Support
• Requesting Eclipse Pro Support

AMSConnect Machine Remote Access – eWon and Talk2M Secure Industrial Remote Access

This hardware/software allows AMS Controls Technical Support staff to access the machine network via non-intrusive outbound connections on the existing network. There is Machine LAN segregation to ensure that AMS Controls can only access the machine components (XL2 controller, some PLCs, HMIs on some lines).

Flash Wizard

This software is used to update the XL200 Controller software and does not require local administrator credentials to run the software. The actual file used to update the XL200 Controller is provided by AMS Controls Technical support.

Required equipment:

• Windows PC or laptop computer
• “Straight-through” RS232 programming cable (or USB-to-RS232) no longer than 6 feet
• RS232 pinout
  • 2 – 2
  • 3 – 3
  • 5 – 5
• XL200 series machine controller
• 24V DC Power

Flash Wizard (software used to flash update the XL2 controller) and instructions

TeamViewer

AMS Controls uses TeamViewer for remote support access to servers, PCs, and laptops at CEMCO. We receive a one-time passcode for each support session.

IT is not involved unless there is an issue connecting.

VPN Direct Access for Eclipse Support

AMS Controls has a direct VPN access account that IT enables when needed. IT can give them direct access to the AMS Controls equipment and Eclipse servers at each plant.

Eclipse software sends “phone home” data with information about what machines are connected to Eclipse as well as some Eclipse error data.

Machine Component Software – Servo Drives, PLCs, HMIs

Bosch-Rexroth

AMS Controls sells Bosch-Rexroth servo drives. Their drive software is free and can be downloaded from their website. Depending on the vintage of the drive, you may or may not need a specific cable. Some use serial connections and need a special cable from Bosch. The newer models use Ethernet and simply need a standard Ethernet cable.

AMS Controls also sells the Bosch-Rexroth serial cable.

Bosch Part Number: R911296708

AMS Part Number: 104918

Rockwell Automation

This manufacturer requires a license for downloading their software and support.  It would be a good idea for CEMCO Maintenance to have a set of licenses. AMS Controls does not sell these licenses; CEMCO would have to go through a local supplier to acquire the leased licenses.

Other manufacturers may have different requirements for software and hardware. At this point, the majority of your drives are Bosch.

Key takeaway regarding servo drive software:

This software is complex and powerful, requiring a certain level of expertise and familiarity to navigate and correctly use the software. Using this software and connecting up to a servo drive or PLC should be performed as directed by AMS Controls Technical Support personnel.

To provide the best support for CEMCO, we recommend that each plant have a dedicated laptop for AMS Controls-related software and a Bosch-Rexroth serial cable.

Model: IKB0041/002.0

Bosch Part Number: R911296708

AMS Part Number: 104918