## IntroductionIf your warehouse automation system is affected by a software, controls, or connectivity issue, this guide explains what information to include when requesting support. Providing complete details helps Fidus Global identify the problem faster, determine whether it is related to controls logic, device communication, or system configuration, and route your request to the right technical resource.## Issue descriptionA software or controls issue may affect HMI screens, dashboards, PLC logic, device communication, system alarms, or connectivity between warehouse systems and equipment. These issues can disrupt operations, reduce visibility, and create downtime if they are not diagnosed quickly.## SignsCommon signs of a software, controls, or connectivity issue may include:

• Alarms or error codes on an HMI, dashboard, or control panel
• Equipment not responding as expected
• Intermittent communication between devices or systems
• Unexpected stops, delays, or missed commands
• Screens, data points, or dashboards not updating correctly

## Basic troubleshooting stepsBefore submitting a request, gather the following information:

1. Site location where the issue is occurring
2. Equipment model and serial number, if available
3. Clear description of the symptom and what the system is doing
4. Alarm, fault, or error code shown on the equipment or software
5. Date and time the issue started
6. Recent changes, including power events, software updates, network changes, or maintenance work
7. Any steps already taken to troubleshoot the issue

## Diagnostic tools and resourcesIf possible, include supporting materials with your request:

• Screenshots of the affected HMI, dashboard, or alarm screen
• System logs, event logs, or error reports
• Photos of the affected equipment, indicators, or wiring, if relevant
• Network or connectivity details, if the issue involves communications

## Advanced troubleshooting stepsUse the following guidance to help your support request reach the right team quickly:

1. Confirm whether the issue is isolated to one device, one area, or the full system
2. Note whether the problem appears after a restart, power interruption, or configuration change
3. Identify whether the issue affects controls logic, device communication, or system configuration
4. Attach all relevant evidence so the technical team can review the issue without delay

## Contact supportSubmit your request through your usual Fidus Global support channel or service contact. Include all of the details listed above so the support team can triage the issue efficiently and determine the best next step.## Additional resourcesFor faster resolution, keep the following information available for future requests:

• Site name and location
• Equipment model and serial number
• Screenshots, logs, and photos
• A timeline of when the issue started and how it changed

## ConclusionComplete information helps Fidus Global diagnose warehouse software and controls issues more quickly and support safe, effective troubleshooting. When you report the site, equipment details, symptoms, error codes, recent changes, and supporting files, you improve the chance of a faster and more accurate response.