Siemens SIMATIC HMI Series System Manual page 122

Service and Support
4.3 Support Request
6. Describe your problem as exactly as possible in the "Details" field.
Pay particular attention to the following questions and comments. Please also check the
WinCC installation and configuration with regard to the following references.
If you have any idea what has caused the error, please let us know. No detail should be
omitted, even if you consider it unimportant.
- Was the configuration data created with older WinCC versions?
- How can the error be reproduced?
- Are other programs running simultaneously with WinCC?
- Have you deactivated the screen saver, virus checker and power management function?
- Search the computer for log files (WinCC\Diagnose\*.log, drwatson.log, drwtsn32.log).
The log files are needed for error analysis. Thus, be sure to send the log files as well.
7. Use the "Search" button to upload your affected project and the log files (e. g. as a Zip file)
to the Support Request.
Press "Next" to switch to step 5 "Provide contact information".
8. Enter your contact information.
Read the privacy notice and choose whether your personal data should be permanently
saved.
Press "Next" to switch to step 6 "Summary & Send".
9. Press the "Print" button if you would like to print the support request.
You close the support request by clicking the "Send" button.
Your data will be transmitted to Customer Support and processed there.
Thank you for your cooperation. We hope that we can be of assistance in solving your problems.
Your WinCC Team
See also
Internet: Error Report (https://support.industry.siemens.com/My/ww/en/requests)
Internet: Overview of Support Request
2100)
122
(https://support.industry.siemens.com/cs/ww/en/sc/
WinCC: General information and installation
System Manual, 02/2017, A5E40840020-AA