Support for troubleshooting and software updates is available by phone, by email/online service request, through remote diagnostics and remote software updates, and by on-site service and training when needed; NextGen’s technical engineers typically respond to technical inquiries within 24 hours and the TensileMill CNC software can be updated remotely so you can get fixes or new features without shipping the machine.

Phone and direct support: contact NextGen’s technical team by the North American toll-free line for fastest escalation; phone calls are the usual first step for time-sensitive machining or specimen-prep issues because an engineer can walk a technician through checks, request photos or log files, and open a support case.

Remote diagnostics and software updates: TensileMill CNC supports remote access to the machine controller so engineers can install software updates, push new specimen libraries or apply configuration changes. Labs commonly use remote sessions to add an ASTM E8 profile or activate the Carbon/CNC unlock without interrupting production.

On-site service, training and calibration: when the problem requires hands-on work NextGen arranges field service, commissioning visits, operator training, and calibration services through accredited labs or local service partners; warranty and preventative maintenance options are also available for scheduled checks and spare parts support.

If you need immediate help or want a software update scheduled, see the product details and open a support case directly through our site by following the product page and then contact us.