Frequently Asked Questions

For Kinexus instruments, instruments with rSpace software version 1.76 and up are compatible with Windows 10; for Rosand instruments, the same applies for Flowmaster 8.6 and up in compatibility mode.
For all other instruments, Windows 10 compatibility begins with Proteus^® 8.0 and up.
The Kinetics Neo Software is compatible with Windows 10 and Windows 11.

Please send an e-mail with your commission number (206….) along with a description of the problem to ngb-service‎@‎NETZSCH.com.
Please attach the measurement file (not just a screenshot!).
You can reach our service hotline by phone at +49 9287 881-555.

We need your commission number (206….) and a description of your problem along with the measurement file (not just a screenshot!). You are also welcome to have pictures or videos of the situation on-site ready or to send them along if you deem this to be helpful for our Service Department. 
For software versions lower than 8.0, we need log files; for versions 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 via our NETZSCH Online Academy NOA, 1:1 remote training and on-site training at your location or our training centers. Simply contact your sales representative or go to Training & Know-how - NETZSCH Analyzing & Testing

You find them in the Accessories Catalog, on the product page for 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.

You can find suitable accessories in the Accessories Catalog as well as on the product pages of your instrument. Your responsible contact person at NETZSCH will be happy to assist you.

Use the F1 key in Proteus^® software to jump to the help for 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.

We offer:

• Installation and Commissioning
• Relocation of your instrument
• Maintenance and inspection
• Calibration
• Repair
• Comprehensive training from basic to advanced use of the instrument - on-site and online.

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 (if you are in the area of Germany, Austria and Switzerland), or at our factory in Selb.