What to do when something does not work as you expect. Each section says what you see, what it usually means and where the full answer is. If none of them fits, collect the diagnostics and write to us (the last section).
In an alarm the state on the machine bar turns red. The bar names the alarm and what it means, and gives the Next step with the key that does it; All steps lists the way back to work when there is more than one. Click the key, or use Machine > Do the next step: Studio works the steps out again after each one.
The steps for each case: Alarms and what to do. Every alarm, its causes and what clears it: Alarms.
error: and a number means the controller refused that line: it did not run it, and the machine did not move for it. The message gives the number and what it means.
F) or two codes in one line that cannot go together.Every error and its causes: Errors.
The editor checks the program as you type, when it is loaded and after a run. Each finding stands under its line with its rule's number and its kind: an error, a warning or a note.
S, a tool change after which the program moves down before it is over its start.The rules and how to fix a finding: The program check. What a run in the twin checks beyond that: What the twin checks.
Start probing… stays grey while a check on the probe card is red, or while something is missing; the line under the keys then says what (give X and Y, give the ring's diameter, wait for a call that is going on).
See When a cycle stops.
Help > Licence shows the edition in force, the licence's state and when it ends.
See Licensing, and When a licence ends.
See The AI assistant.
At the next start, Studio asks what to do with the report of what happened: open its folder, or save it as a file. Nothing is sent. The report leaves out programs, file and folder names, keys, codes and people's names; reports older than 30 days are deleted at the start. See Privacy.
Help > Report a problem… sends a problem, a question about how to use something, or an idea to Twinwright's support. Say what you did, what you expected and what you saw; give an e-mail address if you want the replies there too. Always sent with it, and shown in the dialog (See all… shows it whole): the version and build, the edition, the system, its language and screen, and the audit log's last 50 records in short - what was done and how it ended, no program's contents, your own folder written ~. Attach the diagnostics package and Attach a picture of the window are not ticked when the dialog opens; nothing of them goes unless you tick them. After Send the dialog shows the ticket's number (for example TW-1042). Without a connection the report is kept as a file, problem-<time>.zip, in Documents\Twinwright Studio\Reports: send it again from the dialog, or upload it on the website's support page. Save as a file… keeps it without sending.
An AI client can draft a report for you (report_draft): the same dialog opens with its words and a line saying which client wrote them. Read it, change what you like; only you can send it, and only you can attach the package or the picture.
Help > My reports lists the reports sent from this computer: each one's number, its status (received, in progress, answered, solved) and when it last changed; a dot marks a reply you have not read. Pick one to read the conversation; Add something… sends more to the same ticket (Attach the diagnostics package… adds the package to it). The replies are in the customer centre's "My tickets" too. While a report is not solved, Studio asks for new replies every 30 minutes and the Help menu shows how many are new; Settings > General > Look for replies to my reports every 30 minutes turns that off. What is sent and kept: Privacy.
Help > Collect diagnostics information… puts what support needs into one ZIP file in Documents\Twinwright Studio\Reports: the version, the settings (keys written as ***), the machine archive, the controller's settings, the last 7 days of the audit log, the crash reports and the licence's state. The program and the setup now is left out unless you tick it. Paths, file names and the computer's user name are removed.
Open the file and look before you send it; this file is not sent by itself (a report takes it only when you tick Attach the diagnostics package). The address to write to is in Help > About.