Support

Answer the first practical questions without forcing a live call.

The support page should handle installation and first launch, network and Modbus connection checks, TT versus VT setup, behavior model guidance, and where to send reports or logs when direct help is needed.

Send Support Email Open Documentation

Contact Path

Start with the guide, then send details if support is needed.

The fastest support path is a clear description, the release number, the active compressor type, and screenshots or exported reports from the test.

Installation or license request

For installer access and 14-day trial keys, use the Download page. The trial key is generated after the Machine ID is reviewed.

Open Download

Technical support

For connection or behavior questions, send a short support package so the issue can be reproduced or reviewed without several back-and-forth emails.

Email Support

Support Request Template

Ask for the information that makes support useful.

What the customer should send

Release number
TT or VT
Controller or client used
Scenario tested
Expected result
Actual result

Useful attachments

Exported report
Relevant log or captured data file
Configuration package when applicable
Screenshots of the active monitor view

Example ModbusSim support package with report, log, configuration, and screenshot files. — Example support package showing the files and screenshots that make remote troubleshooting practical.

Support FAQ

Cover the first support questions before email is needed.

These FAQ items should become the base support stack. Keep the same questions in every language and localize only the wording, screenshots, and video links.

What should I check before the first launch?

Confirm Windows 10 or Windows 11, install the current release, keep the configuration folder available, and start with the Quick Start guide before connecting a real controller.

How do I confirm Modbus TCP communication?

Start the Modbus server, confirm the IP address and port, allow the application through the firewall if needed, then read a known live register from the external controller or a test client.

How do I confirm Modbus RTU communication?

Check the COM port, baud rate, parity, data bits, stop bits, station address, and cable adapter. Use one known register read before running a full compressor scenario.

When should I use TT or VT setup?

Choose the compressor family that matches the controller project. TT and VT have different behavior data, limits, warning/fault mappings, and setup details.

When should I use Compressor Behavior Model?

Use it for normal engineering validation when the external controller must see believable startup, running, unload, warning, fault, and reset responses.

When is Machine Log Replay the right choice?

Use replay when you need to reproduce one recorded event as a reference. It is not the best choice when the controller must freely change demand outside the captured sequence.

What is Basic Calculated Model for?

Use it as a fast connection and coarse response check when the behavior model is not ready. Do not treat it as the final compressor realism target.

What should I include in a report or support request?

Send release number, compressor type, controller/client used, scenario, expected result, actual result, exported report, relevant logs, configuration files, and screenshots of the active view.

Are video tutorials available?

Video tutorials are being added as they are published. Until then, use the written guides and send a support request when a project needs direct help.

Video Library

Use short, task-specific videos instead of one long overview.

The cards below show the planned tutorial topics and their related written guides. YouTube links will be enabled after each video is published.