InTouch Release Notes
Wonderware FactorySuite InTouch Release Notes

For technical assistance, contact Technical Support.

Thank you for purchasing Wonderware InTouch. This version of InTouch is designed to run on Microsoft® Windows NT™ operating system and Microsoft® Windows 95 operating system.

Please review this document in its entirety prior to running InTouch as it contains late-breaking information that the various InTouch User's Guides may not contain.

Special InTouch Features

Fixed Technical Issues

Known Technical Issues

Issues and Work-Arounds

Limitations

SPC Pro Issues

Troubleshooting Techniques


Special InTouch Features

Online Books

Help Files

•	Application Explorer

The hierarchical Application Explorer provides you with improved navigation capabilities. For example, it displays the names of all the windows you have created, and when you double-click a window name, the window opens. When you right-click a window name, a menu appears displaying the various commands that you can execute to open the window, save the window, open the window's QuickScripts, its properties dialog box, and so on. The Application Explorer also provides you with quick access to all InTouch QuickScript types, all configuration commands, the Tagname Dictionary, the Tagname Cross Reference utility and the SuperTags TemplateMaker. The Application Explorer allows you to add short cuts to launch other FactorySuite programs or third-party applications. Display of the Application Explorer is optional.

•	Applications Run on Windows NT Operating System or Windows 95

The applications you create on the Windows 95 or the Windows NT operating systems are interchangeable. They can run on either operating system without requiring conversion.

•	ActiveX Container

InTouch is an ActiveX container. It allows you to install any third-party ActiveX control and use it in any application window. For easy access to your installed ActiveX controls, you can add them to your WindowMaker Wizards/ActiveX Toolbar. By using ActiveX controls, you can handle control events, control methods, and control properties all from InTouch QuickScripts. You can also associate the ActiveX control properties directly to InTouch tagnames.

•	Extended Tagname Support

The InTouch Tagname Dictionary supports up to 61,405 tags. The number of tagnames supported is controlled by your license.

•	Tag Browser

The Tag Browser allows you to select tagnames and tagname .fields from any FactorySuite application or any other tagname source that supports the InTouch Tagname Dictionary interface. It is your primary tool for editing your Tagname Dictionary.

•	Instrument Failure Monitoring

Beginning with Version 7.0, InTouch supports three tagname .fields (.RawValue, .MinRaw and .MaxRaw) that you can use in InTouch QuickScripts to monitor instrument values to determine out-of-range, out-of-calibration, or failure.

•	Remote Tagname Referencing

Remote tagname referencing allows you to access data from a remote data source without having to create the tagname in your local Tagname Dictionary. Remote tagnames can reference data defined in most I/O data sources using either Microsoft DDE or the Wonderware SuiteLink protocol. For example, the I/O data source may be Microsoft Excel or a remote View node. You can import graphic windows from any InTouch application, and then convert the window's placeholder tagnames to remote tagname references to create a client application that has no local Tagname Dictionary.

•	SuperTags TemplateMaker

The SuperTags TemplateMaker allows you to create, modify and delete custom SuperTag templates. SuperTag templates can be defined with up to 64 members. A SuperTag template can be a member of another SuperTag template for a maximum of 2 nesting levels. Members behave exactly like normal InTouch tagnames and can be used in InTouch QuickScripts and animation links. Members also support trending and alarming, as well as all tagname .fields.

•	QuickFunctions

QuickFunctions are InTouch QuickScripts you create that you can call from other QuickScripts or animation link expressions. QuickFunctions support parameters and return values. Calling QuickFunctions from other QuickScripts or expressions allows you to create a QuickFunction one time, and then reuse it over and over again. Using QuickFunctions decreases your application maintenance because regardless of how many other scripts or animation link expressions call the QuickFunction, only the QuickFunction itself needs to be maintained. By making modifications to the one QuickFunction, you automatically update dozens of other QuickScripts or expressions.

•	Asynchronous QuickFunctions

QuickFunctions can be configured as asynchronous. The asynchronous functionality is configured in the WindowMaker development environment and executed in the WindowViewer runtime environment. Asynchronous QuickFunctions run in the background while the main WindowViewer process is running. This allows WindowViewer to separate time consuming operations such as SQL database calls and FOR NEXT loops from the main program flow. When such time consuming operations are performed through asynchronous QuickFunctions, all animation links and other InTouch functionality simultaneously remain active.

•	Tagname Cross Referencing

The Tagname Cross Referencing utility allows you to determine both your tagname and SuperTag usage and, in which window or QuickScript that a specific tagname is used. For convenience, the Tagname Cross Reference utility can remain open in WindowMaker while you perform other tasks. It also allows you to view any QuickScript or QuickFunction where a tagname is found.

•	Local Variables

InTouch QuickScripts and QuickFunctions support the use of local variables to store temporary results and create complex calculations with intermediate scripting values. By using local variables in QuickScripts and QuickFunctions, you do not decrease your licensed tagname count.

•	WindowViewer as an NT Service

Beginning with InTouch 7.0, WindowViewer can be run as an NT service. This provides NT service capabilities for key InTouch components such as historical logging, providing alarms and providing I/O data. The service capabilities allow continuous operation of WindowViewer through operating system log ons and log offs such as, operator shift changes. Another functionality is automatic start up of WindowViewer following power failure or when the machine is turned off and on. This provides unmanned station startup of WindowViewer without compromising NT operating system security.

•	Distributed Alarm System

The new distributed system supports multiple alarm servers or "providers" concurrently, giving operators the ability to simultaneously view and acknowledge alarm information from multiple remote locations.

•	Distributed History

The distributed historical trending system allows you to dynamically specify a different historical file data source for each pen of a trend chart. This allows an operator to also view both native InTouch history and IndustrialSQL history in the same trend.

•	Dynamic Resolution Conversion

You can now develop applications in one screen resolution and run them at another, without affecting the original application. The applications can also be run at a user-defined resolution, instead of the display resolution.

•	Dynamic Reference Addressing

Data source references can be changed to dynamically address multiple data sources with a single tagname.

•	Network Application Development

New remote development features accommodate large, multi-node installations, including updating of all nodes on a network from a single development station.

•	FactoryFocus

FactoryFocus is a view only Runtime version of InTouch. It allows Managers and Supervisors the ability to view a HMI application process in real time. System security is increased with the view only capability since no data can be changed. You do not need to change your InTouch applications to use InTouch FactoryFocus.

InTouch FactoryFocus functions as a client only. No data can be written out using DDE or SuiteLink, nor can data be poked to programs such as Excel. Alarms can be viewed but not acknowledged. FactoryFocus cannot act as an I/O Server to requesting clients. Features such as animation links, tagnames, real-time and historical trends are view only.

•	Other InTouch features and benefits include:

−	Connectivity with more than 300 I/O Servers.

−	Low cost process viewer solution at a price significantly less than a full HMI.

−	VTQ (data Value, with associated Timestamp and Quality) of I/O type tagnames provided by an I/O Server.

−	HTSelectTag() function that allows the user, in runtime to select any Historically Logged Tagname.

−	Wonderware SuiteLink protocol. SuiteLink allows application commands (reads, writes and updates) and their associated data to be passed between client applications and server applications.

−	Easily networked with Wonderware NetDDE.

−	Real-time application process viewing.

−	Standard Windows 95/NT GUI format featured.

−	Right-mouse click support throughout WindowMaker for quick access to frequently used commands.

−	Floating and docking toolbars

−	Customizable color palette that provides 16.7 million color support. (The color support is limited only by your video card capability.)

−	Windows 95 and Windows NT operating systems long filename support.


Online Books

The FactorySuite documentation consists of electronic books designed to be distributed electronically and then printed on a laser printer on an as-needed basis. For this reason, the fonts and layout of the books and documents have been chosen for optimal printing rather than for optimal viewing on-screen. To review the documentation on-screen, simply increase the magnification using the Acrobat magnification box at the bottom of the window. For best results when viewing dialog boxes on-screen, increase the magnification to 125%. For the highest quality output when printing the online documentation, use a PostScript printer.

Note

By default, all FactorySuite documentation files are copied in the <drive>\programfiles\factorysuite\books directory. To preserve special links in the .PDF files, it is important that you do not move the files to another directory.

Online Documentation Style Conventions

Throughout the FactorySuite documentation set you will see references to other chapters, sections, and books within the FactorySuite.  The symbols shown below, readily distinguish where they will take you in the documentation.  When you move the pointer over a green highlight reference, it turns into a pointing finger signifying that this is a hypertext link that will "jump" you to the referenced topic, chapter or book.

•	For more information on XXX, see "Name of Section" earlier/later in this chapter. This is an example of a reference to a section in the same chapter.

•	For more information on XXX, see Chapter X, "Name of Chapter."  This is an example of a reference to another chapter in the same book.

•	This is a "Tip". This provides a quick shortcut or hint to make a task easier.

•	For more information on XXX, see Chapter X, "Name of Chapter," in your XX User's Guide. This is an example of a reference to another book.

Note

The book cross reference ( · ) is not an active jump and you will need to open the document manually.

Table of Contents Links

Table of Contents links are located on the third page of your manual.  When you move your pointer over the page number, it turns into a pointing finger signifying the page numbers are hot link (jumps).  Click the page number to jump to the specified page for the referenced subject.

Index Links

Index links, located in the last few pages of the book, are similar to and work the same way as the Table of Contents links.

Navigation Pane and Thumbnails

In addition to quickly finding information using the Table of Contents links, you can scroll down in the Navigation Pane and double-click on the topic heading to get to a topic in the book. Some topics may have sub-topics, which are expanded and contracted when you click the right arrow. The Thumbnail view is another way moving from page to page or zooming in on a page.

Using Acrobat Reader for the First Time

The Acrobat Reader has a host of features that allow you to quickly find information in a large electronic book with only a few key strokes.  Please review the Acrobat Reader online documentation for an overview of its controls, buttons, and menus.


Help Files

Most of the FactorySuite components except have online Help systems. You can access online Help from the Help menu in an application.

Many applications also support context-sensitive Help. To use context-sensitive Help, simply click on the application program element for which you want Help (for example, a dialog box, property panel), and then press the F1 key. A Help topic related to that specific program element will appear, if applicable.

Note

"What's This?" Help, commonly used for applications written for the Windows 95 operating system, is not implemented in this release.

The following symbols are included in the Help files:

Symbol	Denotes

•	A reference to another Help topic.

•	A "Tip". Tips explain a quick shortcut or hint to make a task easier.


Known Technical Issues
Fixed Technical Issues

•	An application with 256 side polygon will convert correctly.

•	Tagname placeholder will not take up an extra three characters during tag conversion.  When the tagnames in an imported script or window are converted to placeholder tagnames, three index characters are added to the beginning of each tagname. For example, when a discrete tagname is imported, the tagname is prefixed with the three characters ?d:. When a tagname of 30, 31 or 32 characters in length is imported, the three indexing characters will still be added to the beginning of each tagname. However, the addition of these three characters will not truncate the length of your existing tagname. For example, for placeholder tagnames only, a 32 character tagname is increased to 35 characters. These three additional spaces are allotted only for placeholder tagnames. This increase in tagname length is not supported for standard tagnames.

•	Keyboard filters: A Ctl-Alt-Esc device driver is provided within the InTouch directories.

•	InTouch 7.0 supports long file names. However, InTouch 7.0 will not convert Windows 16-bit applications (InTouch 5.6 or prior) in long file names but will convert Windows 32 applications in long file names.

•	WindowViewer will support printing complex objects using PrintWindow function. For example, Distributed alarm objects, window controls and ActiveX objects.  Make sure that window is displayed before printing.


Known Technical Issues

Open Issues

Application On Startup

Alarm Printing using Parallel Ports

Diamond Stealth S3 2000 pro SVGA driver

InSQL file information is not updated in the DHistcfg.ini

Don't confuse IOSTATUS with I/O Server STATUS

Do not run multiple instances of InTouch

NetDDE, when the PLC is powered off, quality bits report good quality

Service Packs Required

Reserved Words

Windows Control Issues

Keyboard Events not working

Cross Reference exceeding slow

16 Pen Trend


Open Issues:

1.	Cannot use underscore character in QuickFunction argument name - Using an underscore character in an argument name while entering the argument field in a QuickFunction will only work on the first argument field line.  All other argument field lines with argument names with underscores will result in an "Invalid Character Argument" error. (#104980)

2.	Cannot display both InTouch 5.0b historical data and InTouch 7.0 data at the same time – If you upgraded from InTouch 5.0b to InTouch 7.0, historical trend only shows the current (InTouch 7.0) logged data and not the data logged from InTouch 5.0b.  (#103966)

3.	UnInstall does not work if you have installed on top of InTouch 5.6 or InTouch 6.0b – if you installed InTouch 7.0 in the same directory as a previous version of InTouch (either InTouch 5.6 or 6.0b), unistalling InTouch 7.0 does not complete and leaves several InTouch files in the director.  The workaround is to either uninstall (or manually delete) previous versions of InTouch before upgrading to InTouch 7.0 or to manually remove the residual InTouch 7.0 files left by the unsuccessful uninstall operation of InTouch 7.0. (#104951)

4.	Limitation of SuperTag replication – SuperTags cannot be replicated if the SuperTag definition is different from the SuperTag Template definition (for example, if the newly created SuperTag is created "on-the-fly" (that is, without a template), if the SuperTag definition was modified by adding or deleting a member "on-the-fly", or if the associated SuperTag Template was modified or deleted). The following error will be displayed: "Replication of tag not complete… Manual intervention required." (#104488)

5.	Unable to use null passwords with a Windows 95 to Windows NT NetDDE connection – when attempting to connect from a Windows 95 node to a Windows NT node using NetDDE, if the user account has no password, then a connection cannot be established and the following error is logged in the Logger: "NDDEAPI WnetGetCachedPassword() returned unknown status: 6". (#104816)

6.	MIN and MAX values are not inclusive for DialogValueEntry and links – the DialogValueEntry function with MIN value set to X and MAX value set to Y will not let you input X or Y.  The error generated is "out of range value, must be X – Y."  (#104516)

7.	WWRequest Script Function does not work properly if "NetDDE being used" box is checked on the I/O Server due to a response timeout at the I/O Server (#104917)

8.	Importing a window containing any Wizard or ActiveX control will cause an WindowMaker Internal Error crash if the source display resolution is different than the destination display resolution. (#104956)

9.	SPC Pro, Changing indirect dataset on one node changes all client nodes – if you have multiple nodes looking at various datasets all using the same indirect dataset, starting WindowMaker on one node and changing the dateset being used as the default for the indirect dataset will change all charts attached to the indirect dataset to the new one selected on all client nodes. (#104524)

10.	The "Alarm Enable Retentive" field does not work – The alarm state is retained when you close WindowViewer even if you have the "Alarm Enable Retentive" field unchecked. (#102559)

11.	Recipe does not see newly created SuperTags at runtime – newly created SuperTags are not shown (refreshed) by the Tag Browser after they are created. (#104940)

12.	Use the "OPEN" button to delete recipes – after you select the delete recipe option, the dialog box has a "OPEN" and a "CANCEL" you must click OPEN to delete the recipe. (#102023)


Application On Startup

The "Application On Startup" script is executed after the Runtime Database is initialized but before the IO Subsystem is initialized.  Similarly, the "Application On Shutdown" script is executed after the IO Subsystem is terminated but before the Runtime Database is terminated.  Any values read or assigned to remote tags within the Application On Startup and/or Shutdown never get read or written.

On Startup:

Node2:Discrete1 = 1;

StartView and Node2:Discrete1 will not go high.


Alarm Printing using Parallel Ports

To achieve optimal printing performance, you should use the default Microsoft Windows NT/95 printer driver and you should disable 3rd party drivers.


Diamond Stealth S3 2000 pro SVGA driver

If you have a Diamond Stealth S3 2000 pro SVGA driver and you are using a Microsoft Windows NT operating system you could lock up your machine when accessing the WindowMaker color palette.


InSQL file information is not updated in the DHistcfg.ini

If you configure an InSQL provider for an application that you are going to convert, the information will not be written to the DHistcfg.ini file unless you access the Historical Logging dialog box. To access the Historical Logging dialog box, on the Special menu, point to Configure, and then click Historical Logging. The Historical Logging dialog box appears, click OK. Now the information will be written to the DHistcfg.ini file and data can now be retrieved from InSQL.


IOSTATUS vs. STATUS
Don't confuse IOSTATUS with I/O Server STATUS

The InTouch internal topic name "IOSTATUS" can easily be confused with the internal discrete item "STATUS" used in each I/O Server.

IOStatus (DDEStatus in versions prior to InTouch 7.0) is used to monitor the status of specific I/O conversations between client and I/O Server program.

Status, is used to monitor the state of communications between an I/O Server program and the device. Status is set to "0" when communications with the device fails (cable disconnected, PLC is powered down, and so on.) and set to "1" when communications is successful.

Note

When you monitor the status of a topic using the Status item, there must be at least one I/O point active to the topic being monitored.


Multiple instances of InTouch
Do not run multiple instances of InTouch

If you install a copy of InTouch 7.0 from the Wonderware FactorySuite installation CD and you still have a copy of InTouch 6.0x on the same machine, if you try to run both versions at the same time you will get an assertion error.


NetDDE power off
NetDDE, when the PLC is powered off, quality bits report Good Quality

For I/O Servers built with the I/O Server Toolkit version 6.0 or earlier, powering off the PLC the quality result status should report 0x0018. The actual results show 0x00C0 (Good Quality).


Service Packs Required

•	Service Pack 3 for Microsoft Windows NT 4.0 operating system must be installed to run InTouch.

•	Service Pack 1 for Microsoft Windows 95 operating system must be installed to run InTouch.


For-Next Loops
Reserved Words

1.	The syntax of For-Next loops contain specific keywords. These keywords are For, Next, To, Exit and Step. Applications created with previous versions of InTouch that use any of these keywords as tag names will function correctly if no modifications are made to the links or script functions assigned to these keyword tag names. If the any of the animation links or scripts using the keyword tag names are modified the system will then recognize it as a keyword and the tag name will need to be changed.

2.	InTouch 7.0 also added new keywords: Return, As, Call, Discrete, Integer, Message, Real and DIM.


Windows Controls Issues

•	If a List box, Combo box or Text box has focus and a key script is launched, the key pressed will be sent to that control. For example, if a text box has the focus and the P key is pressed which runs a print function the Text box will receive the letter P and the key script will not execute. To evoke the script remove focus from the control.

•	Runtime modification of the Radio (option) buttons caption(s) is not currently supported.

•	Windows controls do not function correctly when located inside the handles of another Window control.

•	InTouch primitive objects (i.e., rectangles, 3-D buttons, and so on) that are located entirely within the handles of a Window control can not be activated.

•	If two Windows controls have the same name, only the first control will update.

•	Windows controls that are not assigned to a tag name will not retain their last value when a replace window is closed and re-opened.


Keyboard Events not working

Can not fire keyboard Events (KeyPress, KeyUp, and KeyDown) on both Checkbox and OptionBox Windows Control Wizards.


Cross Reference exceeding slow

Cross Reference is exceeding slow when searching a large tag database.  For example a 32K tag takes approximately 10 minutes.


16 Pen Trend

The scaling columns are headed by Min% and Max%, however these columns must be decimal values in order for the scaling to work properly.


Isues and Workarounds
Issues and Work-Arounds

Scripting Limitations

Visual Basic ActiveX Controls

Tag Browser- Remote Tag Issue

Tag Browser - Access Name Issue

Keyboard Filter Driver

HDMerge Chain Fails on Multiple Merges

Distributed Alarm Display Performance

Scaling an InTouch Application may Produce Unexpected Results

History and Message Tag Logging

HistData and History

History and Daylight Savings Time


Scripting Limitations

Issue 1

Using a Local Variable to declare an upper bound of a FOR loop will cause a design time error message box.

Syntax of a FOR statement should be:

FOR {LocalVar or Tag} = {Constant or LocalVar or Tag} TO {Constant or LocalVar or Tag}

Right now syntax is:

FOR {LocalVar or Tag} = {Constant or LocalVar or Tag} TO {Constant or Tag}

Work-Around/Solution 1

Use Constant or Tag instead.

Issue 2

Cannot use Local Variable or script arguments as argument to a named script that is called form within another named script.

Script1( Arg1 )

Dim Temp as real;

Call Script2( Arg1 ); ………… This will cause a run time error.

Call Script2( Temp ) ………… This will cause a run time error.

Work-Around/Solution 2

Use Tag or Constant arguments to call a named script from within another named script.


Visual Basic ActiveX Controls

Issue 1

Visual Basic ActiveX Controls will allow the developer to define methods with parameters that are passed by reference. Unfortunately, InTouch scripting does not handle method parameters passed by reference for method invocations (but it will handle this for event invocations).

Work-Around/Solution 1

Custom methods written in Visual Basic should use the "ByVal" keyword for all parameters used in method definitions that are to be used by InTouch scripting.

Example:

Public Function MyMethod( ByVal myparam As Integer, ByVal samp As Variant, ByVal name As String) As Boolean

Issue 2

InTouch does not properly set focus to Edit Controls on dialog-based ActiveX Controls generated from Visual Basic.

Work-Around/Solution 2

This work around requires access to Visual Basic source code for the dialog-based ActiveX Controls.

1.	Start Visual Basic and load the project.

2.	Select Edit Control.

3.	Double click to bring up the Source Editor

4.	From Event List Control, select Click.

5.	Add the following code:

<Name of Edit Control>.SetFocus

For example, if the edit control is named edtProductName, the whole subroutine will look like the following:

Private Sub edtProductName_Click()

EdtProductName.SetFocus

End Sub

6.	Repeat Step 1 until all Edit Controls have code added for the Click Event.


Tag Browser Issue
Tag Browser - Remote Tag Issue

Issue

If a user opens the Tag Browser and chooses a remote tag source, they will get a list form the remote tagname.x.  However, for performance reasons this list is stored locally after the first time it is accessed.  If the remote tag source is changed, the local user will not see this change reflected in the locally stored list.

Work-Around/Solution

To refresh the list you must do one of the following:

1.	Define a new tag source.

2.	Define then use a new filter.

3.	Select a different component of FactorySuite from the tag type dialog box, then re-select InTouch.  (For example, if you want to refresh an InTouch tag source then you can select an InControl tag source and then select the InTouch tag source you want refreshed.)  This only works when at least one other component of FactorySuite has been installed on the machine. A variation on this is to select a predefined tag source of another type (a different FactorySuite component tag source) from the tag source list box.

•	Only options 1 and 2 are possible if only InTouch has been installed.


Tag Browser Issue - Access Name Issue
Tag Browser - Access Name Issue

Issue

After changing an Access Name in the Tag Browser, the new Access Name does not appear for any of the tags that used the changed Access Name.  The Tag Browser shows the old Access Name.

Work-Around/Solution

The new name can be viewed if WindowMaker is shutdown and restarted.


Keyboard Filter Driver

Issue

InTouch does not install and configure the keyboard filter driver in the Microsoft Windows NT operating system directory because of the known conflicts with PCAnywhere 8.0 or later.  InTouch will provide a copy of the driver in the InTouch install directory.

Work-Around/Solution

To use the keyboard driver you must manually install the driver and configure it.

For Microsoft Windows 95 operating system:

1.	Copy the keyboard filter file Vwwkbd.vdx (located in the InTouch installed directory) to the WIN95\SYSTEM directory.

2.	Run the SYSEDIT program and within SYSTEM.INI add the following line to the [386Enh] section:

Device=Vwwkbd.vxd

3.	Restart Windows 95 for the driver to be activated.

For Microsoft Windows NT 4.0 operating system:

1.	Copy the keyboard filter file KBDFILTR.SYS(located in the InTouch installed directory) to the NT System32\Drivers subdirectory.

2.	Update the registry entries by running "REGEDIT.EXE<InTouch install directory>\KBDFILT.REG"

3.	Reboot your computer.


HDMerge Chain fails on Multiple Merges

Issue

The chain feature of HDMerge, which allows multiple .CSV files to be consecutively merged into a log file, does not work reliably. (Ref. 4510)

Work-Around/Solution

Merge files one at a time.


Distributed Alarm Display Performance

Issue

The distributed alarm display provides many new features to support the retrieval and acknowledgment of alarms from networked computers. Depending on the quality of the network, the speed of the processor, and the number and state of alarms retrieved, the system may exhibit sluggish performance. (Ref. 3199)

Work-Around/Solution

There are several things that can be done to increase the performance of this system:

•	Increase the speed of the computer. (We recommend a Pentium with at least 16 MB of RAM)

•	Increase the throughput of the network by eliminating non-essential network traffic.

•	Limit the total alarms that any one query can return. This can be done by:

1.	Carefully specifying the queries that the display will use to prevent large (>1000) alarm queries.

2.	Limit the number of alarms that each alarm provider node can buffer. This setting resides in the Special/Configure/Alarms/Events configuration screen in WindowMaker for each provider. The recommended setting for the Alarm Buffer Size setting is 200 for distributed alarms.

•	Size the display to limit the number of alarm lines displayed in it.

•	Configure the alarm display so that New Alarms Appear At: is set to Bottom of List.

•	Configure the alarm display so the Auto-Scroll to New Alarms is off.

•	Turn off the Perform Query at Startup configuration setting and use a query function instead.

•	Place the object in a window that does not get destroyed (covered by replace windows).

•	Minimize the number of alarms you try to acknowledge simultaneously.


Scaling an InTouch Application may Produce Unexpected Results

Issue

When scaling an InTouch application to a different screen resolution, there are several issues to be aware of (Ref. 4108, 4164):

•	Non True-Type fonts do not scale very well.

•	Wizards based on the GOT toolkit do not scale well. These include the Distributed Alarm Object and Windows Controls.

•	If using ‘Popup’ style windows to cover the menu bar, these may appear shifted when scaled.

Work-Around

There are several things that can be done to make sure that your InTouch applications scale well:

•	Use True-Type fonts wherever possible in your applications.

•	As a general rule, it’s a good idea to try scaling your applications to the screen resolutions you will be running at before proceeding too far with development. This will familiarize you with the InTouch scaling mechanism.


History and Message Tag Logging

Issue

The history system does not support the logging of message tags.

Work-Around/Solution

Use scripts to write data to .CSV files or use the SQL option to write message tags to a database.


HistData and Distributed History
HistData and History

Issue

The HistData program does not support the "provider.tagname" syntax to retrieve remote history. (Ref. 4121)

Work-Around/Solution

Instead of using HistData on the local node to retrieve remote data over the network, use HistData on the remote history provider to retrieve it.


History and Daylight Savings Time

Issue

When displaying a historical trend with a start time before a daylight saving time clock change and a duration that encompasses the change, the trend legend may display the times as if they were contiguous. While the data being displayed is correct, the trend legend does not account for the change. (Ref. 3794)

Work-Around/Solution

Do not display data that crosses daylight savings time boundaries on a single trend.


Limitations

General System Requirements

Multiple calls to Asynchronous Quick Functions

Indirect tags used in conjunction with remote references

Remote Tagname Reference Issues

Application Locking

Daylight Savings Time

Distributed Alarm Notes

Wizard Issues


General System Requirements

InTouch is designed to run on any IBM compatible PC with the following requirements:

•	Any IBM® compatible PC with a Pentium 100 processor or higher.

•	At least 32 MBytes of RAM.  At least 100MB of free hard disk space. (At least 50 MBytes hard disk capacity for the application files.) For Large InTouch applications 8M Bytes per 5000 tags is recommended.  For example 48 MBytes of additional RAM for 32,000 tags and 128 MBytes of RAM for 60,000 tags.

•	Microsoft® Windows® 95 or Windows NT™ operating systems.

•	For the Windows 95 operating system to implement the distributed functionality of InTouch, Wonderware NetDDE must be installed and operational.

•	CD ROM drive.

•	VGA color display capability (Super VGA with 256 colors and 800 x 600 pixel resolution recommended).

•	Optional: Windows-compatible sound card (SoundBlaster™ or equivalent) and speakers.

Note

InTouch 7.0 does not support the Microsoft Windows NT 3.x or Microsoft Windows for Workgroups operating systems.


Multiple calls to Asynchronous Quick Functions

Multiple calls to Asynchronous QuickFunctions running on multiple processors on the Microsoft Windows NT operating system may not execute everything and causes an assertion error in WindowViewer.

Wonderware Logger errors:

VIEW ERROR : VarAPI_SetValue : Unknown datatype in Script Frame 7749520

VIEW ERROR : DoAssign : local variable type 7749520 incompatible

VIEW ERROR : unknown opcode in DoStatement(): 15


Indirect tags used in conjunction with remote references

Wonderware will support indirect tags used in conjunction with remote references in InTouch 7.0 for FactorySuite 2000.

The behavior of indirect tags when assigned remote references is slightly different than when assigned a local tag.  A remote reference, by it's very nature, is a remote value - not an entire tag structure (remember, remote references work with data sources other than InTouch tag servers).  Time and quality stamping are passed with the remote reference for data integrity purposes.  Therefore when a remote reference is used the client receives the value, time and quality stamp for the remote reference.  No other dot fields are gathered from the server, since the tag server may be something other than an InTouch tag server - in which case no other dot fields exist.  This leads to an implementation detail to consider when assigning remote references to indirect tags.  See examples.

Example 1:  	Indirect Tag assigned a local tag.

Consider the case where the InTouch developer wants to develop a simple alarm faceplate for changing alarm limits about a tag. The developer would create an indirect tag, write a script to assign the local tag to the indirect tag, and animate the faceplate using the indirect tag.

Script:	IndirectTag.Name = "LocalTag";

Show "AlarmFacePlate";

Animation Links:  	IndirectTag.Value

IndirectTag.HiHiLimit

IndirectTag.HiLimit

IndirectTag.LoLimit

IndirectTag.LoLoLimit

Example 2:	Indirect Tag assigned a Remote Reference.

Consider the same case where the actual tags exist on a remote tag server (not necessarily an InTouch tag server).  The developer would create an indirect tag for each animation link on the faceplate, write a script to handle the assignments (a QuickFunction is recommend), and animate the faceplate using the indirect tags created.

Script:	IndirectTagValue.Name = "TagServer:Tag";

IndirectTagHiHiLimit.Name = "TagServer:Tag.HiHiLimit";

IndirectTagHiLimit.Name = "TagServer:Tag.HiLimit";

IndirectTagLoLimit.Name = "TagServer:Tag.LoLimit";

IndirectTagLoLoLimit.Name = "TagServer:Tag.LoLoLimit";

Show "AlarmFacePlate";

Animation Links:	IndirectTagValue.Value

IndirectTagHiHiLimit.Value

IndirectTagHiLimit.Value

IndirectTagLoLimit.Value

IndirectTagLoLoLimit.Value

Note

The '.Value' is implied and need not be explicitly specified in animation links.  It is recommended that a QuickFunction be written to handle the assignment:

QuickFunction:

Name:	IndirectAssign

Arguments:	RemoteReference As Message

Script:	IndirectTagValue.Name = RemoteReference;

IndirectTagHiHiLimit.Name = RemoteReference  + ".HiHiLimit";

IndirectTagHiLimit.Name = RemoteReference +".HiLimit";

IndirectTagLoLimit.Name = RemoteReference +".LoLimit";

IndirectTagLoLoLimit.Name = RemoteReference +".LoLoLimit";

Once this QuickFunction has been developed (once) then the developer can assign all indirect tags to a remote reference by using the following command:

Script:	CALL IndirectAssign("TagServer:Tag");

Show "AlarmFacePlate";

The design of the faceplate differs slightly and must be designed with remote referencing in mind.  However, the remote referencing method can be applied to a local tag as well (by creating an AccessName which points to the local node).  This being the more general case, it is recommended.


Remote Tagname Reference Issues

Before Changes:

1.	Implementation of remote tagname references does not require conversion of applications that were created with earlier versions of InTouch that do not support this feature. However, once implemented, the applications will not be backwards compatible with the earlier versions.

2.	WindowViewer supports 32767 references to local tagnames and x references to active remote references, where x = 61,405 minus the number of tagnames defined in the local Tagname Dictionary.

3.	Remote references can be a maximum of 95 characters long.

4.	The IOSetAccessName (SetDdeTopic in versions prior to InTouch 7.0) function is also supported for remote references and works that same as it does for local tagnames.

With Changes:

1.	Remote tagname references can be made to any DDE-aware application, even legacy versions of InTouch, or to any FS2000 I/O Servers using DDE or SuiteLink. However, using the substitute tags procedure for creating remote tagname references requires that window to be converted to the current version of InTouch first. Once an application has been converted, it will not be backwards compatible with any earlier version of InTouch.

2.	WindowViewer supports up to 61,405 active I/O tag references in the local tagname database and x references to active remote references, where x = 61,405 minus the number of tagnames defined in the local Tagname Dictionary. The total number of Active references (adding all local I/O tag references and remote tagname references) can not exceed 61,405.

3.	Remote references can be a maximum of 95 characters long.

4.	The IOSetAccessName (SetDdeAppTopic in versions prior to InTouch 7.0) function is also supported for remote references and works the same as it does for local tagnames.


Application Locking

To prevent multiple instances of WindowMaker from simultaneously editing an application, InTouch now locks application files. This lock is represented by the file APPEDIT.LOK being present in the application directory. If a problem occurs while editing an application, it may be possible that this file is left intact in the application directory preventing you from editing it. To free the application lock, simply remove the file.


Daylight Savings Time

Distributed Applications and Time Zones

InTouch provides services that ease the use of applications across multiple time-zones. These services are used by both the alarm and history systems to permit values to be viewed at the local time they occurred. For example, if an engineer in California is viewing an alarm that occurred in a manufacturing plant in Kansas at 10AM, that engineer would see the local California time that the alarm occurred; 8AM. The same is true if the engineer is viewing historical data from that plant.

The key to these services is the use of UCT (Universal Coordinated Time), also known as Greenwich Mean Time or GMT, as the time reference. Each computer is configured with both the local time and a UCT offset for the time zone where it resides. In the above example, the time zone for the computer in California is set at GMT eight hours, while the time zone for the computer in Kansas is set at GMT six hours.

InTouch uses these GMT offsets as the basis for retrieving all alarm and historical data. In the above example, when the InTouch application in California received the alarm from the application in Kansas, it also looked at the GMT offset of both computers to determine the local California time that the alarm occurred. Thus, a 10AM alarm in a UCT six time zone equals an 8AM alarm in a GMT eight time zone. To use this feature, the GMT offset must be configured for each computer.

To set your time zone when using the Windows 95 operating system, the setting, set TZ=GMT[+ | -]X, must be included in the AUTOEXEC.BAT of the computer. Where: X is the offset from GMT for the time zone the computer resides in.)

For example, to set the TZ environment variable to correspond to the current time zone in California, you could use either set TZ=GMT8 or set TZ=GMT+8.

To set your time zone on the Windows NT operating system:

1.	Open the Windows Control Panel.

2.	Double-click the Date/Time icon or double-click the clock in the Windows Taskbar. The Date/Time Properties dialog box will appear.

3.	Click the Time Zone tab, and then click the arrow to open the list of time zones.

4.	Select your time zone in the list.

5.	Click OK.

Note

The Windows 95 and Windows NT operating systems may be set to automatically adjust the clock for daylight savings time. It is recommended that this feature be disabled. To disable this feature, use the Date/Time utility in the Windows Control Panel or double-click the clock on the Windows Taskbar.


Distributed Alarm Notes

•	InTouch continues to support the standard alarm system and Master-Slave configuration.

•	The standard alarm display object has been moved from the toolbox to the wizard list.  Both the standard and distributed displays can be used to show locally-generated alarms.

•	The distributed display object has columns that can be resized at runtime. These column widths are not saved, which means that if the window containing the object is hidden by a replace-type window, the columns will default to their WindowMaker set settings.

•	The distributed alarm display object will look as if it is auto-scrolling when it is configured for historical query and the  Auto Scroll to New Alarms options is not selected. This is due to the first-in-first-out alarm data buffer and the buffer size defined. To verify what is configured for the distributed alarm display object, double-click it. The Alarm Configuration dialog box will appear.

•	Occasionally the distributed alarm object may display a blank line in between alarms, when alarms are rapidly going on and off. This does not indicate a problem and is a normal event when the distributed alarm object is displaying rapid changes.


Installation Notes
Wizard Issues

WIZ.INI File

During installation the file WIZ.INI is overwritten in the destination directory. If 3rd party wizards were previously installed, WIZ.INI needs to be modified to recognize those wizards. To do so, start WindowMaker, and then on the Special menu, point to Configure, and then click Wizard/ActiveX Installation, or in the Application Explorer, under Configure, double-click Wizard/ActiveX Installation. The Wizard/ActiveX Installation dialog box will appear. Click OK. The file will be regenerated.

Do not remove Wizards

The following Wizards cannot be removed:

•	ActiveX Controls

•	Windows Controls

•	SPC Pro Charts


Troubleshooting Techniques

The following are possible problems you may be experiencing. For the solution, click on the problem listed below:

I am trying to retrieve from a remote application's log files and I don't see any data on the trend display.

Whenever I pop up a dialog or move a scooter across a trend during a retrieval, I notice that only part of the data appears on the trend display.

When I transition from WindowViewer to WindowMaker and back to WindowViewer my alarm query stays unsuccessful.

I sometimes see a blank historical trend when I open a window, even though another window on the display shows the correct data for the same historical trend tag. It seems to only happen when I first open a window and a retrieval was currently in progress.

My application will not log historical data.

After copying my application to another node, historical logging no longer works.

My historical logged data is skewed in time when viewed from nodes in my time zone.

My historical logged data is skewed in time when viewed from nodes in other time zones.

Not all the pens retrieving history from remote providers are updating at the same time.


Troubleshooting

Problem:  I am trying to retrieve from a remote application's log files and I don't see any data on the trend display.

Solution:  There are several reasons why you may not be able to retrieve the data. The following are the most common reasons:

•	A pen's historical provider does not exist.

•	Path cannot be found to history provider.

•	History provider cannot be accessed.

•	Path to log files cannot be found or is not accessible.

If any of these are the case, you will see the following messages in Wonderware Logger:

"WWDHCon Could not open dhistcfg.ini at path specified for history provider 'xxxx'"

"VIEW    External tag xxxx.yyyy could not be found"

Where xxxx is the history provider specified for the trend's pen and yyyy is the tagname for the pen.

To fix these problems, make sure the UNC path specified in the Name Manager dialog is valid. For retrieval, the server must exist on the network and the path be at least shared as read-only. If a password is assigned to the share, you will need to first use something like File Manager to assign a network drive mapping and login to that location.

•	Tagname specified does not exist for the history provider specified.

If this is the case, you will see the following message in Wonderware Logger:

"VIEW    External tag xxxx.yyyy could not be found"

Where xxxx is the history provider specified for the trend's pen and yyyy is the tagname for the pen.

The tag may be in the log file for that application but it may no longer exist in that application's database (tagname.x) file because it was deleted. If the tag has been deleted and data exists in the log file, you can simply add the tag back in to that history provider application. Just make sure that you set the tag type and range to match the data in the log file.

•	Time is different on local machine vs. history provider.

This is common and is very noticeable when you are retrieving the most current data from multiple sources. Data is stored in the log file and time stamped relative to the machine that was logging it. Although the data is time stamped in GMT/UCT time, that time is derived from the logging machine's local time, time zone, and daylight savings time settings.

•	Data on the remote machine hasn't been written to disk yet.

This will happen when updating the trend to the most current time by using the HTUpdateToCurrentTime() script function. When a local tag is trended, WindowViewer is able to make sure the data is written to disk prior to retrieving it. With remote history providers, WindowViewer currently has no provision to notify the remote provider to force a file write. Therefore, local data will trend all the way to the right-most edge of the trend while remote data will show a gap between the right-most edge and the time when the last value was physically written to disk.

•	Differences in TZ settings between the logging node and the retrieving nodes.

The symptom of this is data around the midnight time is not displayed. See the reference to this issue later in this section.


Troubleshooting

Problem:  Whenever I pop up a dialog or move a scooter across a trend during a retrieval, I notice that only part of the data appears on the trend display.

Solution:  The display and retrieval buffers are cleared completely prior to any retrieval. When data is being retrieved, those buffers are being updated behind the scenes. When all the data has been received, a paint message is sent to refresh the trend. Whenever a dialog is opened and closed or an object such as a scooter is dragged across the trend, paint messages are also sent. This causes the trend to be refreshed and a display of partial data is the result. Upon completing the retrieval, the display will again be updated with complete data. If you always display an indicator which is linked to the trend tag's .UpdateInProgress field, you will then be able to tell the state of the retrieval request, giving the operator feedback as to when the trend is valid.


Troubleshooting

Problem:  When I transition from WindowViewer to WindowMaker and back to WindowViewer my alarm query stays unsuccessful.

Solution:  On the Special menu, point to Configure and then click WindowViewer. The WindowViewer Properties dialog box will appear. On the General property sheet, select the Close all open windows option.

This will cause all windows to be closed on transfer to WindowMaker and thus restart the distributed alarm query when you transition back to WindowViewer.


Troubleshooting

Problem:  I sometimes see a blank historical trend when I open a window, even though another window on the display shows the correct data for the same historical trend tag. It seems to only happen when I first open a window and a retrieval was currently in progress.

Solution:  A known issue exists with multiple windows containing trends that use the same historical trend tag. It is a timing/refresh issue which behaves differently on different platforms and applications. The workaround is to build the application in such a way that minimizes the displaying of multiple trends using the same historical trend tag. Another solution would be to re-request the data once the windows have been opened and no other retrieval is in progress to the same historical trend tag. You can use a script to force the .UpdateTrend dot field based upon the clearing of the .UpdateInProgress field. Make sure to do this only once right after the window is displayed.


Troubleshooting

Problem:  My application will not log historical data.

Solution:  There are several configuration problems that can cause this. In general:

•	Is the Enable Historical Logging option selected in the Historical Logging dialog box? (To verify that the option is selected, on the Special menu, point to Configure, and then click Historical Logging, or in the Application Explorer, under Configure, double-click Historical Logging. The Historical Logging properties dialog box will appear.)

•	If Distributed Logging is selected, is the path a valid UNC path?

•	Does the following message appear in Wonderware Logger:

“INTSPT HL - Historical Logging Stopped – Could not open or access log file [xxxxxxx]”

Where xxxxx is the log name without extension in standard InTouch format.

If so, check the following:

1.	Is the UNC drive share non-existent?  If true, then create the appropriate share.

2.	Is the UNC drive share read only (or write allowed with password protection enforced)?  It true, then change permissions to have to allow “change” control.

3.	Is the UNC drive share unreachable due to network problems?  If true, contact your network administrator.

The best way to determine which is the current case is to go to a DOS box and do a ‘dir’ of the share. If that works then try to copy something into the share.


Troubleshooting

Problem:  After copying my application to another node, historical logging no longer works.

Solution:  The probable cause is that the name specified in the Name of Logging Node box in the Historical Logging Properties dialog box is incorrect (misspelled, case conflict, and so on.). (To verify the name, on the Special menu, point to Configure, and then click Historical Logging, or in the Application Explorer, under Configure, double-click Historical Logging. The Historical Logging Properties dialog box will appear.

Each node runs a comparison at startup that checks the node name of the computer against the specified logging node. If the names do not match, the application will not log. NetDDE MUST be running if you are specifying a node name because calls are made to NetDDE for deriving node names.


Troubleshooting

Problem:  My historical logged data is skewed in time when viewed from nodes in my time zone.

Solution:  Make sure that:

1.	The local machine times are synchronized.

2.	The TZ variable is the same on all the machines.


Troubleshooting

Problem:  My historical logged data is skewed in time when viewed from nodes in other time zones.

Solution:  This is the expected behavior if the machines are configured for their individual local time zones. All trend data is stored in GMT time. This time is determined by taking the machine's time and calculating the GMT offset of that time based on the SET TZ=GMTx setting in each machine’s AUTOEXEC.BAT file. As an example, if a point is logged at 11PM in New York, it can be retrieved in California by asking for a log starting at 8PM since the time zones are three hours apart.

In this scenario, if the California user does an “update to current time” the data plotted really will be current time in the absolute sense, i.e. the most recent data from both the local and remote systems. The only complication, so far, is that the time legends at the top of the trend will show the local time. This is okay, short of having separate legends for each pen, this is about all we can do. The real problem occurs when the requested times occur in one day at the local node and another day in the remote node.

The problem is that while the time-stamps for the data points are GMT, the log file is still indexed relative to the machine's local time (the log file is created at midnight and closed at 11:59:59 PM based on the local machine time). The problem is noticed when an attempt is made to retrieve data from a different time-zone. If that attempt specifies a time that is within Y hours (log machine time) of the log file bounds (where Y is the difference between the time zone of the machine that created the file and the one that is retrieving the file), the file will show a gap that could be up to Y hours long.

For example:

•	A log file is created by a machine in California (TZ=GMT8) on 6/3/95

(The log file 060395.LGH contains time stamped data from 0800 GMT to 07:59:59 GMT)

•	The retrieval of that log file is attempted by a machine in Chicago (TZ=GMT6). The retrieval is looking for data that starts at 00:00 with a 3 hour duration on 6/3/95.

(This is translated to a request of Start = 0500 GMT on 6/3/95)

•	Since the 060395.LGH log file contains data starting at 0800 GMT, it shows a gap for anything previous to that time.


Troubleshooting

Problem:  Not all the pens retrieving history from remote providers are updating at the same time.

Solution:  When data is retrieved from local history files a message is sent to flush all buffered data to disk before the retrieval. This mechanism does not exist for remote providers since they may be non-Wonderware providers. This means that what is displayed is whatever was last written to disk. In the case of a point which has changed since last plotted but not enough times to cause its bucket to be written to disk then no change will be plotted on the trend.


SPC Pro Issues

Upgrading an existing Wonderware SPC application to an SPC Pro application

Other Important Information

Supported ODBC Drivers

Autocollection Issue


Upgrading an exisiting Wonderware SPC application to an SPC Pro application
Upgrading an existing Wonderware SPC application to an SPC Pro application

Old InTouch 5.6 and 6.0 applications are upgradable to InTouch 7.0 with SPC Pro. To upgrade an old application that used SPC 5.6 or SPC 6.0 use these steps:

Note

If you are planning on importing old SPC datasets, products and samples, the SPC Products sub directories must exist before the import process will work.  These directories include all the data files *.DAT and *.INF.

1.	Upgrade your old application by running WindowMaker with the old application.

2.	The following DDE items are no longer used in SPC Pro.

•	SpcConnectionRestart   -    ( The connection Restart is now automated)

•	CurrentAlarm	       -    ( There are now individual DDE Items for each alarm type)

•	SelectionAlarm	       -    ( There are now individual DDE Items for each alarm type)

•	ConfigurationFileName

•	SelectionPacket

You can remove these from your application if you were using them. If you do not remove them, an error will be displayed in the Wonderware Logger.

3.	The Dot Field “Tagname.SPCStatus” is no longer supported in SPC Pro. This Dot Field was used to alert an operator that an SPC alarm had occurred. This can still be accomplished by using to new DDE Items, CurrentAlarmStatus and SelectionAlarmStatus. Use these steps.

1.	Create a new DDE discrete tag with the item name as CurrentAlarmStatus. This will equal "1" when an alarm exists for the current sample and will be reset when the alarm is acknowledged.

2.	Create a new DDE discrete tag with the item name as SelectionAlarmStatus. This will equal "1" when an alarm exists for the selected sample and will be reset when the alarm is acknowledged.

If you need to display old SPC data in InTouch 7 with SPC Pro.

1.	You must import old SPC data files to the new Database format before you can use them. This is done by running SPCPRO.EXE, and use the Import option on the Database menu.

•	For more information on importing old data see your SPC Pro User's Guide.

2.	Run WindowMaker again after importing your old data.

3.	Some changes need to be made to your datasets before you can use them.

All automatic time base collection datasets must have an Agent (User) assigned to them. This is done in the Dataset configuration window.

•	For more information on assigning an Agent to a dataset see your SPC Pro User’s Guide.

4.	Before datasets will start collecting automatically the Agent must be connected to the      database at WindowViewer time. This can be done using the SpcConnect() Function.

•	For more information on SpcConnect() Function see the SPC Pro User’s Manual.

The Application is now upgraded for use with SPC Pro.


Other Important Information

•	The Modify and Delete functions from the Right Click menu do not work for the Moving X Moving R, EWMA, and CuSum charts.

•	If WindowViewer is running with Automatic time base collections and you switch to WindowMaker to change any configuration in SPC Pro, when you switch back to WindowViewer all Automatic Collection datasets timing will reset and be restarted.

•	Also if you change any of the SPC Alarm configuration options in WindowMaker, all existing collected samples in WindowViewer will reflect the change.

•	Dataset Names are now Case Sensitive.

•	When creating your SQL Server Database, it is recommended that both your datalog file and your data file be shared. Do not use a separate file for your Datalog.

•	For Microsoft SQL database applications the database must use the option "Truncate Log on Checkpoint".


Supported ODBC Drivers

The Following ODBC Drivers are currently supported:

•	Microsoft Access ODBC Driver Version 3.50.360200 ODBCJT32.DLL

•	Microsoft SQL Server ODBC Driver Version 2.65.0240 SQLSRV32.DLL


Autocollection Issue

SPC Pro Autocollection issue:

•	The purge option may cause the data collection to be prevented.


Technical Support

Wonderware is committed to excellence in service worldwide.  Our goal is to provide you with professional assistance in the use of our software, wherever you are located. This section provides information about the various technical support programs and how to contact Wonderware Technical Support and our network of Wonderware distributors for support.

Who to Call for Assistance?

For technical assistance on installing or using the components of Wonderware FactorySuite, call your local Wonderware distributor. Your distributor is trained to provide personalized local support for FactorySuite.

To determine your local distributor, call the nearest Wonderware regional sales office:

Wonderware Corporation Irvine, California U.S.A. 714-727-3200	Wonderware Singapore 65-276-1508
Wonderware GmBH Munich, Germany 49-89-450558-0	Wonderware Korea Seoul, Korea 82-2-565-3807
Wonderware Italy Milan, Italy 39-332-298-444	Wonderware Argentina Buenos Aires, Argentina 541-328-8150
Wonderware Japan Tokyo, Japan 81-3-3275-0699	Wonderware Mexico Mexico City, Mexico (Contact Wonderware in Irvine, CA)
Wonderware of Taiwan, Inc. Taipei, Taiwan 886-2-7209366
Wonderware Technical Support Programs

To compliment support provided by your distributor, Wonderware offers three Technical Support programs for FactorySuite: Basic Support, Comprehensive Support and Enterprise Support.

Basic Support is free with your purchase of FactorySuite and other Wonderware components. Basic Support customers can contact Wonderware Technical Support through our Basic Support phone system at (714) 727-3299. You may either leave us a detailed message (where a Technical Support Engineer will respond to you within the next business day) or call your local distributor.

Comprehensive Support includes all of the benefits of Basic Support, plus fast telephone access to a Wonderware Certified Support Provider (toll-free in the U.S. and Canada at 800-WONDER1), priority e-mail access, regular shipments of the Knowledge Base CD, version support of new FactorySuite CD-ROM software releases, and other valuable benefits.

Enterprise Support is for larger, multi-site customers and it includes all of the benefits of Basic Support and Comprehensive Support, plus an assigned Technical Support account manager, personal technical assistance for all FactorySuite application development issues, and other customizable services.

For more information on these support programs, contact your local Wonderware distributor.

The following describes the Wonderware Technical Support wide range of electronic support services to assist you in using FactorySuite:

WonderTech Web Site (http://wondertech.wonderware.com) – After you register on the WonderTech Web site, within one business day, you will be granted access to a wide range of valuable support services, including our Web-based discussion forums. Comprehensive Support and Enterprise Support customers may also post their issues directly in Wonderware Technical Support’s call tracking system where it will automatically be assigned to a Technical Support Engineer.

E-mail – When sending an e-mail to Wonderware Technical Support, include your name, company, e-mail address and your customer userid, if  known. If this information is not included, it may delay our processing your request. Basic Support customers can e-mail Wonderware Technical Support at support@wonderware.com. Comprehensive Support and Enterprise Support customers can receive priority e-mail access at compsupp@wonderware.com.

WonderFax Service (714) 450-5050 – The WonderFax fax-on-demand service is available 24 hours a day, seven days a week at no charge. Use your touch-tone telephone to request Technical Support and Training documents to be faxed to you. This is an excellent resource which can answer many of the most common questions or problems that you may have. Be sure to request the WonderFax catalog the first time that you call.

Wonderware Bulletin Board Service (714) 727-0726 – FactorySuite customers can dial into the Wonderware BBS to download patches or fixes for FactorySuite components, and I/O Server updates (Comprehensive Support and Enterprise Support customers only).

Fax Support (714) 727-9733 – FactorySuite customers can send questions to Wonderware Technical Support by fax at any time. A Technical Support Engineer will respond to you within the following business day.