Frequently Asked Questions (FAQ)

General

You can find your nearest representative here on the HEIDENHAIN website. Select your country on the world map. For the nearest HEIDENHAIN agency in Germany, simply enter your postal code.

 

If you can't remember your password, then you can request it by clicking "Forgot your password?" on the login screen.

You can find information about our products, including mounting instructions, in “HIF” (for customers with access information) or at our Infobase. Please send any further questions to hesis-web@heidenhain.de.

 

According to ISO 9001, certain measuring, testing, and inspection devices must be traced to national standards at regular intervals. The corresponding calibration certificate documents the universally acknowledged traceability of the encoder by an independent and impartial institution.

ID label from HEIDENHAIN

HEIDENHAIN components normally have a black ID label (often on the back). Here you'll find the ID number and serial number, as well as the model designation. On connecting cables, the ID number is on the jacket, near the connector.

With your serial number on hand, please contact the HEIDENHAIN Service department: 
+49 8669 31-3121, service.order@heidenhain.de

Or contact your nearest representative:

Repairs, replacement parts, and replacement devices

Shipping address for repairs at the main campus in Traunreut:

DR. JOHANNES HEIDENHAIN GmbH
Einsteinstraße 3
83301 Traunreut, Germany

Or find and contact your nearest representative with our interactive map:

Contact the HEIDENHAIN Service department:
+49 8669 31-3121, service.order@heidenhain.de


Or contact your nearest representative:

Contact our HEIDENHAIN Service department: +49 8669 31-3121, service.order@heidenhain.de

You can request a inspection report from the relevant cumstomer service representative:
+49 8669 31-3121, service.order@heidenhain.de

Or contact your nearest representative:

Please contact the HEIDENHAIN Service department:
+49 8669 31-3121, service.order@heidenhain.de

Or contact your nearest representative:

For the HEIDENHAIN exchange service, please always send your defective devices to the address at which you requested the exchange. You can find your HEIDENHAIN regional agency here.

Traunreut campus shipping address for defective devices as part of the exchange service:

DR. JOHANNES HEIDENHAIN GmbH
Einsteinstraße 3
83301 Traunreut, Germany

In this case, please note the replacement order number on your delivery receipt.

HEIDENHAIN uses the following shipping carriers:

  • TNT
  • DHL
  • DPD
  • UPS

A courier service is possible within Germany and, to a limited extent, abroad.

Contact the HEIDENHAIN Service department:
+49 8669 31-3121, service.order@heidenhain.de

You can pick up your device at HEIDENHAIN yourself. Please inform us two hours in advance. Pickup is possible only with the order number.

It is generally possible to wait for a repair at the Traunreut campus and regional agencies. Please first get in touch to schedule an appointment and to check availability of the replacement part.

Contact the HEIDENHAIN Service department
+49 8669 31-3121, service.order@heidenhain.de

Or find and contact your local representative. 

For questions about repairs being made to your control, please contact the HEIDENHAIN Service department:
+49 8669 31-3121, service.order@heidenhain.de


Or contact your nearest HEIDENHAIN agency:

Product warranties

Our customers have a contractual, twelve-month guarantee on serial devices. In addition, HEIDENHAIN provides a twelve-month performance warranty. The total performance warranty period for new serial devices is therefore 24 months.

Devices for servicing purposes
A 12-month performance warranty applies to replacement parts.

Replacement devices
A 12-month performance warranty applies to devices from our Service Exchange inventory.

Repairs
After the repair, you recieve a 12-month performance warranty on both the repaired part and the entire device.

In addition to an extended warranty (24 months), HEIDENHAIN also offers servcie agreements that increase the cost-efficiency of your investment and make repair costs plannable. We offer the following:

  • Extension of the warranty period
  • Stock-keeping

Please get in touch with your contact person in the Sales department.

Contact the HEIDENHAIN Service department:
+49 8669 31-3121, service.order@heidenhain.de

Or contact your nearest representative:

CNC controls
  • The User's Manuals for NC programmers/machine operators can be found under Documentation in the download area.
  • The Technical Manuals and Service Manuals for current controls (iTNC 530 and NCK controls) are in the HEIDENHAIN Filebase for authorized customers.
  • The Technical Manuals and various service documents of older controls are available to everyone for download under Documentation.

Different methods are possible depending on the type of control. These possibilities are described in detail in the respective User’s Manual.
Tip: search for “data backup” in the PDF document.

The easiest way to establish a connection to the TNC from a directly connected PC is with TNCremo/TNCserver. 

If the TNC control already has a network card (iTNC 530 or higher), then at least one IP address must be provided. Please refer to the description in the User’s Manual, because the procedure varies slightly based on the NC software.

All of the TNC controls also feature an RS-232 interface (Recommended Standard 232). But due to its very limited capabilities and speed, this interface should be used only on older models.

 

If the LAN cable is connected to a switch/hub in the network, and if the IP is set accordingly on the TNC, then the transmission of data to and from the TNC can be started through the use of the machine's IP with TNCremo, for example. 

Depending on the type of network share and version, it can be made visible as a drive on the TNC. Because this process varies slightly based on the NC software, please refer to the User's Manual

HEIDENHAIN does not offer an uprgrade to a current control. We recommend contacting your machine manufacturer or an experienced specialist who performs “retrofitting”.

We'd be happy to recommend experienced companies. Contact us.

This can be done with the help of software for collecting operating data. HEIDENHAIN offers StateMonitor as a solution for the TNC.

We recommend contacting your machine manufacturer or a qualified retrofitter.
We can happily recommend experienced companies. Contact us.

AVD: Active Vibration Damping
CTC: Cross Talk Compensation
ACC: Active Chatter Control
PAC: Position Adaptive Control
MAC: Motion Adaptive Control
LAC: Load Adaptive Control

For detailed descriptions, visit these links:

https://www.klartext-portal.com/en/tips/functions/dynamic-precision/

https://www.klartext-portal.com/en/tips/functions/dynamic-efficiency/

For the purpose of error diagnosis, all error messages and keystrokes are documented in a log.
A log can be created on the control via the “LOGBOOK” code number or via the ERR button → LOG FILES soft key  → LOG on more current controls.

There is also the possibility of creating a log from an external PC via TNCremo: go the "Extras" menu and select "Receive log".
 

The Infobase provides you with full information about our products.
Search the User’s Manual for the respective ID or “Clone”.

You can find the information in the machine manual from the machine manufacturer. Press the “ERR” and then the “HELP” key. To find more information about PLC messages in the machine manual and about NC messages, visit the following link:
http://content.heidenhain.de/doku/tnc_guide/html/en/index/1242135142456/1242135142456.html

 

Ideally, your e-mail should contain the following information:

  1. Name of your contact person (if there has already be a phone call) 
  2. Exact error description 
  3. Servicing file (created directly after the error occurred)
  4. Information about the control type
  5. Information about the machine manufacturer 
  6. Call ID (if known)

There are several possibilities depending on what is needed: 

- TNCremo PLUS -
This allows you to display a live image of your control.
For more information, please refer to the following link:
https://www.klartext-portal.com/en/pc-software/tncremo/

- TeleService -
This lets you display a live image of your control and operate it.

- StateMonitor -
This gives you fundamental information about machine availability, whether a program is running, or whether an error is shown. For more information, please refer to the following link:
https://www.klartext-portal.com/en/pc-software/machine-data-collection/

- SRI State Reporting Interface -
With its State Reporting Interface (SRI) software option, HEIDENHAIN offers an interface for easily making machine operating statuses available to a higher-level MES or ERP system.

Newer controls (TNC 4xx or later) feature a GoldCap capacitor, which ensures that the data are buffered while the battery is being changed. However, the battery should not be removed for an extended period of time. Older controls do not have a capacitor, and their data are not saved when the control is switched off.

In HSCI systems, the states of various inputs and outpus can be checked via the HSCI bus diagnostics. In non-HSCI systems, the "TABLE" soft key in the PLC (password required) allows you to check the inputs and outputs.

Please get in touch with your machine manufacturer. Tool changer systems are OEM-specific hardware.

Please check the following:

  1. Can the machine be reached by a ping? 
  2. Is option 18 enabled?
  3. Is external access activated?
  4. Are all necessary ports enabled in the firewall?

In order to integrate an indexing head into an already existing system, you need to contact the machine manufacturer. The machine manufacturer can provide you with detailed information about feasibility and may perform the installation.

The MillPlus was a control designed exclusively for DMG. For this reason, DMG is responsible for answering questions about the MillPlus.

Software

You can obtain the current version in our download area.

The machine manufacturer enables those software versions that are suitable and tested for the given machine type. Please get in touch with the machine manufacturer about this.

Software options must be ordered and purchased from the HEIDENHAIN Sales department based on their serial number. 

Contact person – Sales

International Sales

+49 8669 31-3142

internationalsales@heidenhain.de

The NC software version is shown when the MOD key is pressed in Manual operating mode.

Please contact your machine manufacturer.

For a list of the ports, please refer to the "Requirements" section in the StateMonitor user documentation.

  1. Start the “Create HeidenhainDNC connections” program, located in %PROGRAMFILES(x86)%\HEIDENHAIN\SDK\Connections.
  2. After pressing the “DNC Logging” button, the HEIDENHAIN DNC Logging Features dialog box appears.
  3. Only the “Main objects / Basic” option is set as a default. After selecting all options, you can re-close the dialog box by pressing the “OK” button.
  4. Restart your application in order for the changes to take effect.

When the MOD key is pressed in Programming/Editing mode, a list of the currently enabled machine options can be shown upon entry of the "SIK" code number.

For more information, please contact your distributor or customer representative.

Programming station
Establishing a connection with TNCremo

It is possible to transfer data with the TNCremo program provided by HEIDENHAIN, just as on the real machine.

1. Download the most current TNCremo version.
2. Unpack the ZIP file (e.g., WinZip or 7-Zip).
3. Run Setup.exe, and follow the instructions of the installation wizard. 
→ After successful installation, a new TNCremo desktop icon is created.
4. Start the TNCcremo software with the newly created desktop icon.
5. Establish a new connection via the Connection tab.
→ New configuration
6. Enter a recognizable name for this connection (e.g., “TNC640 Prog”).
7. Select the installed programming station to which the connection should be established.
8. When selecting “Local programming station VirtualBox,” the IP address must be modified in the Settings tab.
→ Determine the address via the Control Panel.
9. Connection with Connection tab: establish the connection.
→ The screen in TNCremo splits, and the TNC:\ programming station partition is displayed.

This cannot be answered across the board and sometimes depends on other factors such as a graphics driver. To find out the operating systems for which the individual versions are released, see the information in the download area.

It is sometimes possible to adapt a current and therefore runnable programming station to the cycle structure of an older version, thus allowing programming errors to be reduced.

As a last option, a Windows XP computer, for example, can be used in a virtual environment in order to install the old programming station.

We recommend the same procedure as on the real machine:

  1. Connection to a network drive on which all NC programs are saved, and transference via Program Management on the programming staion
  2. Use of TNCremo on this or another PC in the network.

Some machine manufacturers offer an adapted programming station (digital twin) for their machines. Alternatively, the HEIDENHAIN Service department can offer to perform an adaptation. However, the full transferrence of all functions cannot be guaranteed.

Contact person – Service

Helpline for NC programming

+49 8669 31-3103

service.nc-pgm@heidenhain.de

The software of the test version and full version is identical. It is enabled via a hardware dongle that is ordinarily built into the programming station keyboard. Whether this kind of dongle or an external dongle is connected depends on the given driver. The driver can be downloaded from our website free of charge but is dependent on the model. In you are unsure, then simply install both drivers.

If the dongle is displayed correctly in the Windows device manager and is still not recognized by the software, then this may be due to the following:

  • Incorrect software version; dongle license does not match
  • VirtualBox does not use the dongle properly → Check installation
  • Multiple programming station are running (the first one becomes the full version)
  1. Download the most recent version of the VirtualBox programming station of the TNC 640 from the download area in order to ensure that the installation file is up to date.
  2. Open the downloaded .zip file with a right-click.
  3. Navigate to the “Properties” context menu → “General" tab → Security (The file originates from a different computer. Access might be denied due to safety reasons.) → Click the “Unblock” checkbox.
  4. Unpack the .zip file, and then install the programming station. It is important that you have administrator permissions on the installation PC.
NC programming

If the file was created in the correct format, then it can be copied to the TNC with the extension “.a” via TNCremo or a USB drive. Once on the TNC, it can be copied from the program manager to the active Tool.t via the "Copy" function. It is also possible to "merge" the file directly into the Tool.t via TNCcmd. Both procedures are described in the User's Manual and may vary slightly depending on the TNC.

A standard editor can be used. It is important that the columns not be moved. Missing characters must be replaced by spaces (note: no tab stop).

With the BLANK IN WORKING SPACE soft key, the preset set in Manual operating mode can be used in the simulation.

  1. Switch to Test Run mode.
  2. Select a machining program.
  3. Press the BLANK IN WORKING SPACE soft key.
  4. Press the soft key with the machine icon.

Note: The path description to this soft key may differ on older control types. Refer to the User’s Manual of your software version as needed.

This is because Cycles 220 and 221 DEF are active and do not need to be started separately. If, however, an M99 function or CYCL CALL is programmed, then the machining cycle is run again at the same point at which Cycle 22x ends.

This message is output by the TNC when no suitable solution can be calculated with the entered values. This could be caused by incorrect or missing sequences (SEQ), a limited traversing range, an incorrect kinematic description, or a missing M138 function on a machine with three rotary axes.

The postprocessor must always be purchased from the CAM system manufacturerer. Whether 2D, 3D (inclined machining), or 3D simultaneous machinng is required depends on the machine, the NC software, and, of course, on the range of parts to be machined. 

Encoders

Our infobase will tell you everything about our products. You can search for your encoder based on your ID number or product name.

Line count on the ID label

The first number after the model designation is the “line count”.

Take, for example, the ERN 420 1024:

  • Model designation: ERN 420
  • Line count: 1024

The EnDat02 and EnDat22 order designations define different technical parameters that are important for the connection of an encoder. This includes the availability of incremental signals, the typical voltage supply range, the command set, and the maximum clock frequency. Among other things, the following table applies:

 Incremental signalVoltage supply rangeCommand setMax. clock frequence
EnDat02With 1 VPP incremental signal

3.6 V to 5.25 V      or       3.6 V to 14 V

Command set 2.2

≤ 2 MHz  or
≤ 8 MHz  or 16 MHz

EnDat22Without incremental signal3.6 V to 5.25 V      or       3.6 V to 14 VCommand set 2.2≤ 8 MHz  or 16 MHz

Please refer to the interface brochure with its additional information and exceptions noted in the technical data.

For more information about EnDat, please refer to www.endat.de/de_EN/.

Resolution is the smallest-possible measuring step. This means that, the higher the resolution, the more precisely a value can be displayed.

Measuring accuracy is the maximum value by which the encoder may deviate from the correct value.

AMO products

Please send your AMO device to HEIDENHAIN Traunreut.
Shipping address for repairs at the main facility in Traunreut, Germany:

Dr. Johannes Heidenhain GmbH
Einsteinstraße 3
83301 Traunreut, Germany

Contact the HEIDENHAIN Service department:
+49 8669 31-3121, service.order@heidenhain.de

Or contact your nearest representative:

Mounting instructions:
For more information, visit:
https://www.amo-gmbh.com/en/downloads/mounting-instructions/

CAD data:
For more information, visit:
https://www.amo-gmbh.com/en/downloads/cad-files/

Encoder alignment

Please check the alignment of the scanning head relative to the scale tape.
The points must be on the same side (see image).

 

Please return both scanning heads and the MHS box.
The heads are calibrated with the MHS box.
The scale tapes can remain in the machine.

  • STU-60: for the POSI 6 series with 1VPP or TTL
  • STU-20: for the POSI 5 series with 1VPP or TTL
  • ATU-2: BISS C and SSI interface
  • PWM2x: EnDat, DRIVE-CLiQ, partly 1VPP and TTL
  • PWT10x: EnDat (1VPP and TTL with AMO adapter)

Please send your request, including the relevant ID and serial number, to 3104@heidenhain.de

Signal converters

Please check whether the TFTP client has been activated:

  1. Press the Windows key + “R”.
  2. Enter “appwiz.cpl” and press enter.
  3. The “Programs and features” function appears.
  4. Click “Activate or deactivate Windows features” on the left side.
  5. A window with the available Windows features appears. Select the check mark for “TFTP client” if it has not already been selected.
  6. The TFTP Windows client is installed and is immediately available without restarting the system.

A firewall might be blocking the connection setup. Try temporarily deactivating the firewall.

The firmware of the EIB 7xx can be updated as follows:

  1. Download the current firmware.
  2. Save the update file to “C:\temp\EIB\update_633281-xx.flash”.
  3. Press the Windows key + “R”.
  4. Enter “cmd” and press enter.
  5. Enter “tftp –i 192.168.1.2 put C:\temp\EIB\update_633281-xx.flash tmp\update.flash” and press enter (adjust IP address as needed).
  6. When the file has been successfully transferred, the status LED of the EIB 7xx goes out. The voltage supply must not be switched off at this time, and no TCP commands may be sent to the EIB 7xx.
  7. When the status LED is active again, the EIB 7xx can be restarted.

For more information about performing a firmware update, refer to the Firmware Update section of the User’s Manual. The current User’s Manual can be found in the "User documentation" section of the download area. Unter "Filebase: documentation", Select the following fields in the dropdown menu:

  • Category: Evaluation units
  • Product family & software soltuions: EIB 

With the network setting tool on the driver CD (driver CD > EIB_7xx > windows > tools > networksettings > networksetting.exe), you can check the firmware version of the connected EIB 7xx.

You can find it under Evaluation Units in the download area. Select the following fields in the dropdown menu:

  • Category: Evaluation units
  • Product family & software solutions: EIB

 

If the EIB 7xx cannot be reached, then the default network settings of the EIB 7xx can be loaded by means of a reset. To do this, press and hold the reset button on the back of the device for more than ten seconds.

For more information, please refer to the section "Reset modes supported by the product" in the Operating Instructions. To do so, select the following fields in the dropdown menu under Filebase: documentation.

  • Category: Evaluation electronics
  • Product family & software solutions: EIB
Inspection and testing devices

Check whether the hardware is connected and switched on. Another cause may be that the hardware driver for the ATS software is not installed. Please manually install the driver.

You do not need a product key for the standard functions described in the User’s Manual.

No, a PWT 100 is a testing device and cannot be calibrated.

Yes, since the PWM 21 is an inspection device, we recommend returning the PWM for calibration to HEIDENHAIN Traunreut every two years.