Always at Your Service

Support – Our Direct Line to You

The selection and integration of Machine Vision products requires special know-how. Being an interface branch adds aspects from various areas that have to be considered. Mechanical impact has to be considered just like signal handling or connecting external devices. System manufacturers have to possess knowledge in the area of computer science, electrical engineering and mechanical engineering.

Silicon Software’s support possesses longstanding expertise in frame grabber products and its areas of application. The high level of competence in dealing with interfaces and components that are related to frame grabbers, and our good relations to the manufacturers help with quick and uncomplicated problem solving.

Should you have questions using our products please contact our Support Team:

+49 (0)621 789507-0

support@silicon-software.de

We doing our best to guarantee an error free product delivery. We apologize, if problems will still occur with our products.
For these cases, we please you to fill out our support form to contact our team. Please take time to describe the occurring error as detailed as possible. It will help you and us to solve the problem short-termed. Thank you in advance.

If a repair or an exchange of our products is necessary, please fill out the RMA form to receive a RMA number for the return. It helps us to assign your product to a support case.

Thank you very much for your cooperation.

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1 Step 1
Support Request
SubjectSubject
First Nameyour first name
Last Nameyour last name

Please describe your support case in detail, list the used operation system, hardware and software products.

Serial Numberproduct's serial number
Error Descriptionmore details
0 /
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1 Online Error Report Form

Online Error Report Form

Please complete this online form for obtaining an RMA Number. 

If you want to use offline form (PDF), please download 

from the linke below and submit it by email to
support@silicon-software.de for obtaining an RMA Number.

Please note that for each product return a separate form is required.

This form is also very important for a fast processing and for identifying the cause of the error.


       Offline Error Report Form

Company Name
Contact Person
First Name
Last Name
Serial Number
Date of purchaseDate of purchase
When did the error start?Check one!

Usage since when?

3.Usage since:
0 /

Error description

** If the error occurs only in a particular setup or configuration, please complete page 2 with your information  **

4.Error description:
0 /

Error Message, if applicable:

5.Error Message, if applicable
0 /

Do you have any idea what caused the error?

6.Do you have any idea what caused the error?
0 /

Status of the Board LEDs (during operation):

** for simplification just attach a photo **

7.Status of the Board LEDs (during operation):
0 /

Is the error permanent or sporadic?

** if sporadic, also tell us the frequency **

8.Is the error permanent or sporadic?
0 /

Is there a configuration file or sample application to reproduce the error?

9.Is there a configuration file or sample application to reproduce the error?
0 /

Steps to reproduce the problem:

10.Steps to reproduce the problem:
0 /
If the error occurs only in a particular setup or configuration, please check the box and complete page 2 with your information.

Setup description

If the error occurs only in a particular setup or configuration, please complete the following page with the applicable information.

    * Information can be found in microDiagnotics

    ** Information can be found in the VisualApplets “About Window”

Runtime-/Firmware Version*Runtime-/Firmware Version*:
Applet Name*Applet Name*:
Version of VisualApplets used for building the Applet**Version of VisualApplets used for building the Applet**:
Camera: (Manufacturer, Modell, Firmware)Camera: (Manufacturer, Modell, Firmware)
Cable: (Length, Manufacturer)Cable: (Length, Manufacturer)
Motherboard: (Manufacturer, Modell, BIOS Version)Motherboard: (Manufacturer, Modell, BIOS Version)

How is the board installed?(Direct in a PCIe slot or via risercard?)

11.How is the board installed? (Direct in a PCIe slot or via riser card?)
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Does the error occur indifferent motherboards?

12.Does the error occur in different motherboards?
0 /
Operation System:Operation System:
Further information:Further information:
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