Where can I download RF::SUITE installers and updates?

Installers, updates, release notes and documentation are available in the EKS InTec customer portal with a customer login.

How does EKS InTec remote support work?

After contacting support, a time is agreed. The customer starts the session using a provided code, sees everything the support engineer does and can end the session at any time.

Can I move my RF::SUITE license to another computer?

Contact support with the license ID. Support explains the options for the license type and helps move it.

What happens if my RF::FSBox is defective?

Open a ticket with serial number, firmware version and a description. Configuration and network are checked first. If the device is defective, repair or replacement is agreed.

How do I get a quote for RF::SUITE licenses or RF::FSBox hardware?

Contact the EKS InTec sales team with the tools of interest, the number of users and the planned start.

Support

How can we help?

Q: What should I do if my license activation fails?

Open a ticket with the license ID, the product version and the exact error message or a screenshot.

Help with RF::SUITE software, RF::FSBox hardware, licenses and purchasing. Choose a topic or contact our support team directly.

Production or commissioning stopped? Call us and have your customer or license number ready.Show the hotline number

Four ways to reach support.

Pick the channel that fits the urgency of your issue. Software and hardware requests are handled by the same support team.

Best for urgent issues

Phone hotline

When a problem blocks production, commissioning or a running test, talk to someone right away.

Show the hotline number %%SUPPORT_HOURS%% — please have your customer or license number ready

Best for detailed questions

E-mail and ticket

Describe the issue, attach logs or screenshots. Use the request helper below for a prepared e-mail.

Or open a ticket in the customer portal

Best for self-service

Customer portal

Installers, updates, release notes, documentation and an overview of your tickets.

Open the customer portal Login with your customer account

Best when we need to see it

Remote support

A support engineer looks at your system together with you in a shared session.

By appointment via hotline or ticket Tool: %%REMOTE_TOOL%%

RF::SUITE software

Help with installation, projects and daily use.

Our support team works with the RF::SUITE tools in real projects. Questions can be about the software itself or about how to solve a specific task with it.

RF::YAMSRF::ViPerRF::RobSimRF::SCOUTRF::GUARDRF::EdDi

Prepare a software request

Installation and updates

System requirements, first installation, updating to a new version and moving to a new computer.

Error messages and crashes

Unexpected behavior, error dialogs or crashes. Log files and the exact version help us most.

PLC, robot and fieldbus connections

Connecting real or virtual controllers, robot systems and connectors to your RF::SUITE environment.

Models and projects

Questions about building, structuring or debugging models, libraries and project files.

Performance

Slow simulations, large models or timing issues in connected setups.

Feature requests and feedback

Ideas for improvements or missing functions. We pass them on to the development team.

RF::FSBox hardware

Get your fieldbus simulation running again.

RF::FSBox links real automation hardware with the virtual environment. When it does not behave as expected, the cause can be in the device, the network or the configuration. We help you find it.

Prepare a hardware request

Setup and network configuration

Initial setup, IP addresses and integration into your test or engineering network.

PROFINET and PROFIBUS devices

Simulated devices are not found, do not exchange data or show unexpected states.

Firmware and software updates

Checking the installed version and updating the device safely.

Defective hardware

If a device appears to be damaged, open a ticket. We clarify the diagnosis with you and agree on the next steps, including repair or replacement.

Licenses and activation

Keep your licenses working.

Most license issues are solved quickly once we have the license ID and the exact error message.

Activating a new licenseFirst activation after purchase or on a new installation.
Moving a license to another computerTell us your license ID and we explain the options for your license type.
Renewal and extensionLicenses that are about to expire or need additional modules.
Activation errorsError messages during activation or at program start.

Prepare a license request

Purchase and quotes

Find the right setup for your team.

Purchasing questions go directly to our sales team, not to support. They help you choose the right tools and license model.

License models and pricingOverview of the available license options for RF::SUITE.
QuotesA quote for new licenses, additional modules or RF::FSBox hardware.
DemonstrationsSee the tools in action before you decide.
Orders and invoicesQuestions about existing orders, delivery or billing.

License models

Prepare your request in one minute.

The more we know from the start, the fewer questions we need to ask. Choose your topic, check the list and copy the template into your ticket or e-mail.

Your topic

Please include

Product name and exact version number
Operating system of the computer
What you did, what you expected and what happened
Error message as text or screenshot
Log files, if available
Connected controllers or robots, if relevant

Subject: [Support][Software] Product – short description

Product and version:
Operating system:
Customer / company:

What I did:
What I expected:
What happened instead:

Error message:
Connected PLC / robot / connector:
Attachments (logs, screenshots):

Please include

Serial number of the device
Firmware version
Fieldbus type and connected controller
Network setup and IP addresses used
Status of the device LEDs
Since when the issue occurs and what changed before

Subject: [Support][FSBox] short description

Serial number:
Firmware version:
Customer / company:

Fieldbus (PROFINET / PROFIBUS):
Connected controller:
Network setup / IP addresses:

What happens:
LED status:
Since when / what changed before:
Attachments (photos, screenshots):

Please include

License ID or order number
Product and version
What you want to do (activate, move, renew)
Error message as text or screenshot
Name of the license holder or company

Subject: [Support][License] activate / move / renew / error

License ID or order number:
Product and version:
Customer / company:

What I want to do:
What happened:
Error message:
Attachments (screenshots):

Please include

Which tools or hardware you are interested in
Number of users or workstations
Existing licenses, if any
Planned start or project date
For existing orders, the order or invoice number

Subject: [Sales] quote / order – RF::SUITE or RF::FSBox

Company and contact person:
Tools / hardware of interest:
Number of users or workstations:
Existing licenses:
Planned start:

For existing orders:
Order or invoice number:
Question:

How remote support works.

Some issues are easier to solve when we can see the system. A shared session saves long explanations.

Step 1

Get in touch

Call the hotline or open a ticket and describe the issue.

Step 2

Agree on a time

We schedule a session that fits your work and your system availability.

Step 3

Start the session

You start the connection with %%REMOTE_TOOL%% using the code we give you.

Step 4

Solve it together

You see everything we do and can end the session at any time.

Your system, your decision. A remote session only takes place when you start it. Follow your company's IT rules for remote access to engineering or production computers.

Find answers yourself.

Downloads and release notes

Current installers, updates and what changed in each version.

Open the customer portal

Documentation

Manuals and technical documentation for RF::SUITE and RF::FSBox.

View documentation

Software training

Learn to use the tools efficiently and solve common tasks on your own.

Explore training

Frequently asked questions.

What is the fastest way to get help when production is stopped?

Call the support hotline. For urgent issues, a phone call is faster than a ticket because we can ask questions right away and, if needed, start a remote session.

What information should my request include?

Product and version, a short description of what happened, the error message and log files if available. For RF::FSBox, the serial number and firmware version. The request helper on this page lists everything per topic.

Where can I download installers and updates?

Installers, updates, release notes and documentation are available in the customer portal. You need your customer login to access them.

How does remote support work?

After you contact us, we agree on a time. You start the session yourself using a code we provide. You see everything our support engineer does and can end the session at any time.

My license activation fails. What should I do?

Open a ticket with your license ID, the product version and the exact error message or a screenshot. With this information, most activation issues can be solved quickly.

Can I move my license to another computer?

Contact support with your license ID. We explain the options that apply to your license type and help you move it.

My RF::FSBox seems to be defective. What happens next?

Open a ticket with the serial number, firmware version and a description of the behavior. We first check configuration and network together with you. If the device is defective, we agree on repair or replacement.

How do I get a quote for new licenses or hardware?

Write to our sales team using the “Write to sales” button in the purchase section. Include the tools you are interested in, the number of users and your planned start. The licensing page gives an overview of the available license models.