How do I find my nearest representative?
What can I do if I forget my Filebase password?
Where can I find the mounting instructions?
What is a DAkkS calibration?
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.
Where can I send in my device for repairs?
Shipping address for repairs at the main campus in Traunreut:
DR. JOHANNES HEIDENHAIN GmbH
83301 Traunreut, Germany
Or find and contact your nearest representative with our interactive map:
How do I find out the cost of repairing my HEIDENHAIN device?
Where can I see whether my device is a serial product or whether it has been moved to the Service department?
Where can I get information about the cause of failure of my repaired device?
How long will it take for my device to be repaired?
Where should I send my defective device for a HEIDENHAIN exchange replacement?
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
83301 Traunreut, Germany
What should I do if the labels from the HEIDENHAIN exchange service were not included in delivery?
What are the shipping carriers used by HEIDENHAIN?
Can HEIDENHAIN use a courier service for my replacement order, including abroad?
Can I pick up my device at HEIDENHAIN myself?
Can I bring in my device for repairs and wait until it is finished?
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, email@example.com
Or find and contact your local representative.
What is the warranty on my HEIDENHAIN device?
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.
A 12-month performance warranty applies to devices from our Service Exchange inventory.
After the repair, you recieve a 12-month performance warranty on both the repaired part and the entire device.
How can I extend the warranty period?
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
Please get in touch with your contact person in the Sales department.
Where can I find the documentation for my control?
- 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.
How can I back up data on my control?
How do I establish a connection to my control?
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.
How can I integrate my control into my corporate network?
How can I connect a network share to my control?
My control is old, but it still works. Does HEIDENHAIN offer a upgrade to a current control?
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.
How can I check the control's statuses and run times?
Where can I obtain end-user support for implementing new functions on my machine (e.g., for the PLC)?
What do the abbreviations AVD, CTC, ACC, PAC, MAC, and LAC stand for?
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:
How can I create a log?
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".
How is a clone created by means of the HEIDENHAIN Service department hard disk?
Where can I find information about the error messages on the machine?
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:
What information do I need to provide in my e-mail in order for the Service department to help quickly with problems related to controls?
Ideally, your e-mail should contain the following information:
- Name of your contact person (if there has already be a phone call)
- Exact error description
- Servicing file (created directly after the error occurred)
- Information about the control type
- Information about the machine manufacturer
- Call ID (if known)
What remote maintenance options does HEIDENHAIN offer?
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:
- 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:
- 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.
In order to avoid data loss, does the control need to keep running while the buffer battery is being changed?
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.
Is it possible to view the states of the inputs/outputs on the control?
My tool changer does not work anymore. How can I retract it?
The remote connection to the control is not working. What can I do about it?
I want to install an indexing head on my machine. Does this work with my HEIDENHAIN control?
Where can I find the current version of my software (HEIDENHAIN DNC/TNCremo/etc.)?
What is the highest software version that my (old) control can run with?
Who can enable my software option?
Where can I find the NC software version of my machine?
I would like to install the latest NC software on my control. What do I need to do?
Which ports do I need to enable for StateMonitor?
How do I activate enhanced DNC Logging in Windows
- Start the “Create HeidenhainDNC connections” program, located in %PROGRAMFILES(x86)%\HEIDENHAIN\SDK\Connections.
- After pressing the “DNC Logging” button, the HEIDENHAIN DNC Logging Features dialog box appears.
- 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.
- Restart your application in order for the changes to take effect.
Does my machine have option 18?
How can I obtain option 18?
Can I run an old programming station on a current version of Windows?
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.
How can I download programs to and from the programming station?
How can I obtain the machine manufacturer functions on my programming station?
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.
Helpline for NC programming
+49 8669 firstname.lastname@example.org
Why is my programming station not recognized as a full version?
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)
The VirtualBox programming station does not start after the installation. What can I do?
- 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.
- Open the downloaded .zip file with a right-click.
- 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.
- Unpack the .zip file, and then install the programming station. It is important that you have administrator permissions on the installation PC.
How can I copy a tool table to my control?
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.
How can I edit a tool table on my computer?
My machining simulation mills next to the block form / component. What can I do?
With the BLANK IN WORKING SPACE soft key, the preset set in Manual operating mode can be used in the simulation.
- Switch to Test Run mode.
- Select a machining program.
- Press the BLANK IN WORKING SPACE soft key.
- 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.
Why is the final hole of the bolt hole circle drilled twice?
What does “Angle cannot be calculated” mean?
Where can I find the signal period of my encoder?
What is the difference between EnDat02 and EnDat22?
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 signal||Voltage supply range||Command set||Max. clock frequence|
|EnDat02||With 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
|EnDat22||Without incremental signal||3.6 V to 5.25 V or 3.6 V to 14 V||Command set 2.2||≤ 8 MHz or 16 MHz|
Can I send my AMO device to HEIDENHAIN for repair?
Where can I order replacement devices and replacement parts from AMO?
Where can I find mounting instructions and CAD data for AMO encoders?
What do I need to send in for repairs with MHS?
Which testing device do I need for AMO devices?
Where can I get a calibration chart from AMO?
What should I do if, during an update of the EIB 7xx firmware, this notification appears: "tftp" is not recognized as an internal or external command, operable program or batch file"?
Please check whether the TFTP client has been activated:
- Press the Windows key + “R”.
- Enter “appwiz.cpl” and press enter.
- The “Programs and features” function appears.
- Click “Activate or deactivate Windows features” on the left side.
- A window with the available Windows features appears. Select the check mark for “TFTP client” if it has not already been selected.
- The TFTP Windows client is installed and is immediately available without restarting the system.
During the firmware update of my EIB 7xx, I get a “Connect request failed” message. What can I do?
How can I perform a firmware update on my EIB 7xx?
The firmware of the EIB 7xx can be updated as follows:
- Download the current firmware.
- Save the update file to “C:\temp\EIB\update_633281-xx.flash”.
- Press the Windows key + “R”.
- Enter “cmd” and press enter.
- 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).
- 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.
- 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
How can I check the current firmware of my EIB 7xx?
Where can I find the most current firmware for my EIB 7xx?
I cannot reach my EIB 7xx with the standard IP / I cannot remember my EIB 7xx’s IP. What can I do?
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
In the ATS software, the “Connect the encoder” menu is not displayed.
Do I need a product key in the ATS software for my PWM 20/PWM 21?
Must/can a PWM 21 be calibrated?