Remote troubleshooting is available, and on-site service can be arranged when the issue requires hands-on support. For most day-to-day problems, the fastest path is typically a remote session by phone or email to isolate whether the root cause is software setup, test method parameters, sensors, hydraulics, or a mechanical adjustment.

Remote diagnostics is especially effective for issues like method setup, control and feedback behavior, load or extension signal checks, and report or data workflow questions. When a repair involves physical inspection, alignment, hydraulic components, grips and fixtures, or safety-related checks, an on-site visit is usually the right next step.

To speed up resolution, have a few basics ready when you reach out, including the machine configuration, the symptom and when it occurs in the test cycle, any alarms or messages, and photos of the setup and gripping arrangement.

If you’re troubleshooting an NG-SHM Series A system and want to confirm the best path for remote diagnostics versus an on-site visit, use learn more and then contact us with your application and current setup details.