Let's talk Software
Which are key customer pain points software can address?
- Unattended work
- Increase of productivity
- Ensuring to not loose any data
- Reactor systems in use with PAT
- Process optimization
- Calorimetry
Which challenges do our customers face these days?
(Digitalization Story)
Increased complexity of chemistry
More information of each experiment
Get it right the first time
Reduced R&D resources
Shortened project timelines
==> How can we help?
Customer is calling up and lost his license, how can you help him?
You back office can look up the E-ID of the license and initiate a resend of the license to the customer.
What is the difference between iControl instrument license and and iControl office license?
iControl office can be used to plan or analyze an experiment, but you cannot connect it to an instrument and run an experiment
Customer sees an error message in iControl and I contact support with a screenshot of iControl. Is this helpful?
No, screenshots are useless for a good analysis of the issue. Please always provide us with a clear description of the issue, Logfiles of the device, logfiles of iControl and the iControl file of the experiment where the issue occurred
What can/can't you run with touchscreen control only?
Anything connected to the ALR
- Temperature
- Stirring
- Dosing options such as DU-SP50 ECB
- pH control
- EasySampler
Can't
- Calo
- Fancy control
- Rerun an experiment
- PAT integration
How does the site license help our customers with their challenges?
Collect – Collate – Collaborate
Customer heard about and update to iC software. He calls you up and asks how to get the latest version (three scenarios).
Site License customer: Can download it from Community page and good to go.
iCare customer: Can download it from community page and good to go.
Non-iCare customer: Does need to either join iCare or purchase new software license.
Where can software be downloaded?
Community page
Customer claims that the measured Cp is too low
Please contact a TAC first since this is usually an application issue like wrong Tr control settings
What is needed to have EasyViewer talk to ALR?
- EasySampler and iC Vision
- ALR and Accessories
- iControl Single Instrument License
- iC Vision and iControl on the same PC / in the same network
==> Example Video in iControl
==> Get the TAC involved for setup / demo
What is the fundament before start talking to your customers about digitalization? What do you need to know?
1.Do you have a digitalization strategy?
2.Who is the responsible person?
Customer calls you up (sorry does not know who his FSE is) and tells you that they had a power outage during night. Experiment stopped in the middle of the night, PC crashed and iControl file cannot be opened. What now? Can METTLER help?
Yes, commonly experiment files can be recovered. Ask them to provide us with the file (zip it, otherwise they cannot send if my mail). File should ALWAYS be sent to Support.RXE@mt.com.
What needs to be offered if a customer wants to connect an RX-10 and an EasyMax102 basic to a PC
- EasyMax Basic Plus
- EasyMax Advanced
- iControl Instrument license
- Multi-insturment license
- iCare software maintenance plan
Customer (or FSE) activated the RC1mx QuickCal license using the machine ID of the iControl PC. The activation does not work.
Contact support.msg@mt.com or support.rxe@mt.com. Please provide us with as much information as possible (EID, wrong machine ID, etc). Also make sure to provide us with the correct machine ID of the RC1mx touchscreen
How are software product delivered?
Fully digital.
Order is placed and the Entitlement Receiver* will get an Email with download link and license.
*customer contact entered into SAP by MO back office
3 Key take away's from digitalization story
1.Avoid "Garbage in, Garbage out".
2.Get the Answers You are Looking For.
3.Build and Share Institutional Knowledge.
Who to contact if you have issues with iC Data Center?
Contract Juan Moscoso <Juan.Moscoso@mt.com>.
He can help in terms of quoting, value proposition, details on existing site licenses.
In case there are technical issues he either can help or redirect your request.
Support is always accepted too.
Customer has a site license and buys 3 more EasyMax (yeah man !!!!). On a call with you he asks if he needs to get a new site license to connect them to iC Data Center?
What to do?
Additional units are grandfathered in.
A customer is having an issue with iControl and I contact Jules or Thomas directly. Is that a good idea?
Even though you will get a very profession answer from them, we kindly ask that you always contact support first. We can answer most of your questions and if needed, we will involve the PM's
What happens if an iControl/iC PC is connected to iC Data Center?
- Experiment will always be stored at a central location (right after the experiment end)
- The base for institutional knowledge can be set by generating machine readable files of each experiment (XML)
- Naming patterns can be applied (Experiment, Projects, Samples)
- Projects and Scientist names can be documented
- Customer gain the option to link their ELN (needs preparation on ELN / customer side)
- Customer gain the option to document the full experiment (additional manual operations)
I have a question for support and I write an email to both support groups(support.rxe@mt.com and support.msg@mt.com). Do both groups receive this question?
No, and in some cases this can even cause duplicate cases to be opened in our support system. In the support system we use, the case gets assigned to one group only! The other group will never see the case unless it is assigned to hem actively by the other group. If you are unsure then just pick one group and during the triage on the case, we will make sure it gets assigned to the correct group.
Customer has an OptiMax but nothing else. He is interested in getting into Calorimetry and would like to use the existing instrument.
What is needed?
!!! Check what he already has !!!
Minimally the flowing is required.
- Fully equipped OptiMax
- PC
- iControl Instrument license
- Upgrade Kit OptiMax HF Cal
- Software OptiMax HFCal option for iControl
- iCare software maintenance plan
IControl shows the error "cannot connect to backend component". What should I do?
Press the button Reset iControl (not recommended). If this does not work then 1. Go to C:\ProgramData\METTLER TOLEDO\iControl\6.x. The "6.x" depicts the version of iControl (e.g 6.2). Be aware that the ProgramData folder is hidden by default, so you may have to unhide in in the Windows explorer.
2. Remove LabServers.xml, Workstations.xml,*.WorkstationConfig and *.WorkstationConfig.backup.