Service & Support
Frequently Asked Questions
For Kinexus instruments, instruments as of rSpace software version 1.76 are compatible with Windows 10; for Rosand instruments as of Flowmaster 8.6 in compatibility mode.
For all other instruments, there is Windows 10 compatibility as of Proteus® 8.0.
The Kinetics Neo Software ist compatible with Windows 10 and Windows 11
Please send an e-mail with your commission number (206….) along with the description of the problem to ngb-service@NETZSCH.com.
Please attach the measurement file (no screenshot!).
You can reach our service hotline by phone at +49 9287 881-555.
We need your commission number (206….), the description of your problem along with the measurement file (no screenshot!). You are also welcome to have pictures or videos of the situation on-site ready or send them along if this is helpful for our Service.
For a software version lower than 8.0, we need log files, as of version 8.0 and higher, we need diagnostic files.
Yes, we offer maintenance contracts for your instruments according to the different regional and individual customer requirements. Please feel free to contact our Service Department
As soon as you receive our order confirmation, a technician will contact you and we will commonly plan a date for the service visit.
Yes, we offer both remote support for your PC and for your mobile device like smartphones or smart glasses.
We offer online training on an online portal (LMS), 1:1 remote training and on-site training at your location or our training centers. Simply contact your sales representative.
You find them in the Accessories Catalog, on the product page of your instrument or in consultation with your contact person at NETZSCH.
Moreover, you can find them in the Proteus® Crucible Manager or on the label of your current crucible.
Use the F1 key in Proteus® software to jump to the help of the current software action.
We will be happy to help you prepare your instrument for transport as well as recommission at the new location. Please contact our Service Department.
Yes, we offer uncomplicated repair of almost all sample carriers at a fixed price. You can find more information here here.
- Installation and Commissioning
- Relocation of your instrument
- Maintenance and inspection
Please note that our service may vary from region to region.
Our Remote Service is available worldwide.
Inspection of the pressure of LN2 containers can either be carried out at your site (only in the area of Germany, Austria and Switzerland) or at our factory in Selb.