Frequently Asked Questions | Service | AXYZ North America

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F.A.Q - Frequently Asked Questions
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My machine has an obsolete AMC Controller, how can I upgrade my machine to an A2MC controller?

For a quote to upgrade you AXYZ Router, complete the following Request Form, please click here

I am getting an Error message on my Subconsole, where can I get help on A2MC Error Codes?

For help on A2MC Error Codes, please click here

I turn on my machine and it is does not boot up. What should I do?

First thing you should attempt is to open the electronic box and turn on the machine. You should get a loud beep from the A2MC which indicates the BIOS has booted. If it does NOT beep, there is a problem with the A2MC booting. Most Revision 4 A2MC’s have a reset button mounted on the top right corner of the A2MC, press the reset button to see if the unit will reboot. If you do not have a reset button and you have plugged in a monitor and see no activity, the unit will have to be returned to AXYZ for repair. If you press the reset button twice and still no activity, it indicates a hardware problem and the unit will have to be returned for repair. Please contact Customer Service for an RMA so that the unit can be returned for repair, please provide a detailed explanation of the issue.

If you press the reset button and the machine boots up, it should reset itself with no further issues. If the A2MC does boot, but the machine does not boot up properly, please try plugging in, with the power off, the spare compact flash that was sent with your machine when new. If you are still having issues after exchanging the Compact Flash, please contact Customer Service to get a service ticket to talk to our Technical Support Department.

My machine boots up, but in the GUI, I cannot see any modbus devices?

This usually indicates a hardware problem, please contact Customer Service for a service ticket to speak to Technical Support.

I need to purchase a spare compact flash. How do I order one?

A new compact flash can be ordered by contact Customer Service and asking for parts. We will require a copy of your XML file (this contains your machines configuration) in order to program it for your machine. Otherwise you will receive a generic programmed compact flash.

My machine has an obsolete AMC Controller, how can I upgrade my machine?

For a quote to upgrade your AXYZ Router, please contact AXYZ Customer Service

My machine has a AMC0004G, can I upgrade my machine to the current A2MC controls?

Yes, it is highly recommended. For a quote to upgrade your AXYZ Router, please contact AXYZ Customer Service

I have upgraded my computer or Windows, will I have communication issues?

The answer is most likely yes.
If you are currently using an LRC card or B&B RS485 Converter, you will most likely need an upgrade.
If you are using an AXYZ Serial Converter, as long as your new computer has a 9 Pin serial port, it should work. Most new computers only come with USB ports.

I recently purchased a used CamTech router or CamTech Laser and need support to install and get my machine running again, who do I contact for Tech Support?

Support by phone or online by WebEx is available and charged out on a $75 per 30 minute basis. If you have a support request, Please contact AXYZ Customer Service

My designer or operator is no longer with my company, I need to get my CamTech router or laser running again and need training, who do I contact to arrange this training?

Please contact our Customer Service Department.
By Phone:  In Canada, please call 905-634-4940. In the US, please call 513-771-7444.
All other locations, Please contact AXYZ Customer Service

How do I get support for Camtech Lasers?

Support by phone or online by WebEx is available and charged out on a $75 per 30 minute basis. If you have a support request, Please contact AXYZ Customer Service

How do I get support for CamTech router systems?

Support by phone or online by WebEx is available and charged out on a $75 per 30 minute basis. If you have a support request, Please contact AXYZ Customer Service

How can I upgrade my CamTech Router or Laser?

Currently, AXYZ is offering routers on most models of CamTech routers. The upgrade consists of a new control box based on the AXYZ A2MC controller and often includes new Inverters, spindles and stepper or servo drive controls. To get a quote for the upgrade of your CamTech Router, Please contact AXYZ Customer Service AXYZ is currently working on an upgrade solution for CamTech Lasers. Once available it will be based on the AXYZ A2MC Controller.

Can PANELBuilder be installed on a server?

Yes, but only with multiple licenses. Please note the following about server installs: Server installations require the user to have Full Administrative Rights to the server. This often is an issue for IT departments for security reasons. Often companies will setup a separate engineering server, separate from the main company server in order to get around this issue and not give all PANELbuilder users full administrative rights to the main company server. Server licenses are subject to an additional 10% surcharge per license and may be ordered for installs of two licenses or more.

What is the cost to upgrade PANELBuilder from Versions 4 to 10?

Please contact Customer Service for a quote. Prices vary depending on which version you are currently running.

I need support to install PANELBuilder on the same or on a new computer, how should i proceed?

If you are running an older version you will need to get a quote on an upgrade. Otherwise, WebEx time can be booked by contacting our Customer Service Department.

How can I get tech support with my issue with PANELBuilder?

Support for all Panelbuilder issues is availble though our RouterCOACH training center. Please contact Customer Service for rates.