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Support

WELCOME TO THE SUPPORT AREA OF IT GMBH

Here you can get information, help and service.

For the best possible support, please describe your request as precisely as possible in this form and include the required files. We will process your request as soon as possible.
Please note that costs may be incurred in the further processing of the request. After we understand your request, we will let you know if there are any costs for you to process it.

For remote maintenance and support, we rely on TeamViewer.

Support

We can help them with these problems, but there will be a cost to you

Conversion of databases (ETS1 -> ETS 2 -> ETS 3 -> ETS4). Project support (e.g. creation of project specific Elvis scripts, debugging Elvis scripts and Elvis projects).
We can not help them with these problems
Products

Define your support topic

"*" indicates required fields

First Choice*

Building Control & Visualization

KNX & ETS Solutions

Elvis Version*

Elvis 3

Elvis 2

Building Control & Visualization*

Error

Project support

Other

Elvis Version*

KNX & ETS Solutions*

Recorder

ETS Apps

Recorder Error / Other*

Error

Other

Recorder Version*

Configuration file*

Accepted file types: zip, Max. file size: 50 MB.

Please put the json file into a zip file.

Log data

Accepted file types: zip, Max. file size: 50 MB.

*AppData\Local\IT GmbH\Recorder\Log *zip

Recorder Data

Accepted file types: zip, Max. file size: 50 MB.

ETS Apps Error / Other*

Error

Other

ETS App*

Which version ETS*

Appversion*

Reconstruction

Missing product data*

ApplicationID*

Multiple IDs can be entered

Reconstruction Report

Max. file size: 50 MB.

Work step*

Saved state*

Accepted file types: xml, zip, Max. file size: 50 MB.

Please put the xml file into a zip file.

Project file*

Accepted file types: knxproj, zip, Max. file size: 50 MB.

Please put the knxproj file into a zip file. For files over 50MB, please use a download link (e.g. https://wetransfer.com/) and leave it in the description.

This field is hidden when viewing the form

ETS device info with group communication for the device in question*

in ETS5 via bus - diagnosis

ETS device info with group communication for the device in question*

Accepted file types: html, zip, Max. file size: 50 MB.

in ETS5 via bus - diagnosis

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Log file of the ETS*

in ETS5 via Settings - Troubleshooting - Start Diagnosis/Wizard

Log file of ETS*

Accepted file types: zip, , Max. file size: 50 MB.

in ETS5 via Settings - Troubleshooting - Start Diagnosis/Wizard

ETS device info with group communication for the device in question*

in ETS5 via bus - diagnosis

Log file of the ETS*

in ETS5 via Settings - Troubleshooting - Start Diagnosis/Wizard

Error image/screenshot

Accepted file types: jpg, png, Max. file size: 50 MB.

Description*

Project data exchange

Log data App*

Accepted file types: zip, Max. file size: 50 MB.

"Output" in the app, content can be saved via "Save log file".

Import problem

Accepted file types: xml, zip, Max. file size: 50 MB.

Please put the xml file into a zip file.

PDE-Converter Version

Excel file

Accepted file types: xlsx, Max. file size: 50 MB.

Project file*

Accepted file types: knxproj, zip, Max. file size: 50 MB.

Please put the knxproj file into a zip file.

Error image /Screenshot

Accepted file types: jpg, png, Max. file size: 50 MB.

Description*

Fill VisuDummy

Log data ETS*

Accepted file types: zip, Max. file size: 50 MB.

Settings -> Troubleshooting -> Diagnostic Wizard. Please put the file(s) into a zip file.

Log data App*

Accepted file types: zip, Max. file size: 50 MB.

"Output" in the app, content can be saved via "Save log file". However, log output is only displayed if a log is available.

External import addresses*

Accepted file types: zip, Max. file size: 50 MB.

Possible file types are: knxproj, xml, csv, elvissc, txt. Please pack these file(s) into a zip file for upload.

Project file*

Accepted file types: knxproj, zip, Max. file size: 50 MB.

Please put the knxproj file into a zip file.

Error image/ Screenshot

Accepted file types: jpg, png, Max. file size: 50 MB.

Description*

Compare projects

Log data ETS*

Accepted file types: zip, Max. file size: 50 MB.

Settings -> Troubleshooting -> Diagnostic Wizard. Please put the file(s) into a zip file.

Project file 1*

Accepted file types: knxproj, zip, Max. file size: 50 MB.

Please put the knxproj file into a zip file.

Project file 2*

Accepted file types: zip, Max. file size: 50 MB.

Please put the knxproj file into a zip file. .knxproj / Restorepoint *C:\ProgramData\KNX\ETSS\ProjectStore

Error image/ Screenshot

Accepted file types: jpg, png, Max. file size: 50 MB.

Description*

Shift Adresses

Log data ETS*

Accepted file types: zip, Max. file size: 50 MB.

Settings -> Troubleshooting -> Diagnostic Wizard. Please put the file(s) into a zip file.

Mapping file*

Accepted file types: knxproj, zip, Max. file size: 50 MB.

Please put the knxproj file into a zip file.

Error image/ Screenshot

Accepted file types: jpg, png, Max. file size: 50 MB.

Project *

Accepted file types: knxproj, zip, Max. file size: 50 MB.

Please put the knxproj file into a zip file.

Description*

AutoBackup

Log data ETS*

Accepted file types: zip, Max. file size: 50 MB.

Settings -> Troubleshooting -> Diagnostic Wizard. Please put the file(s) into a zip file.

Error image/ Screenshot

Accepted file types: jpg, png, Max. file size: 50 MB.

Project*

Accepted file types: knxproj, zip, Max. file size: 50 MB.

Please put the knxproj file into a zip file.

Description*

Check and Improve

Log data ETS*

Accepted file types: zip, Max. file size: 50 MB.

Settings -> Troubleshooting -> Diagnostic Wizard. Please put the file(s) into a zip file.

Project*

Accepted file types: knxproj, zip, Max. file size: 50 MB.

Please put the knxproj file into a zip file.

Error image/ Screenshot

Accepted file types: jpg, png, Max. file size: 50 MB.

Description*

Function test

Log data ETS*

Accepted file types: zip, Max. file size: 50 MB.

Settings -> Troubleshooting -> Diagnostic Wizard. Please put the file(s) into a zip file.

Project*

Accepted file types: knxproj, zip, Max. file size: 50 MB.

Please put the knxproj file into a zip file.

Error image/ Screenshot

Accepted file types: jpg, png, Max. file size: 50 MB.

Description*

Error in Elvis Designer

Error projecting

Error runtime/server

Elvis Terminal Log data

Accepted file types: zip, Max. file size: 50 MB.

Elvis Viewer Version

Elvis Viewer Operating system

Server log data collection*

Accepted file types: zip, Max. file size: 50 MB.

*Elvis Support Application Create Log Data

Log data collection*

Accepted file types: zip, Max. file size: 50 MB.

*Create Elvis Support log data

Project

Accepted file types: zip, Max. file size: 50 MB.

Project

Accepted file types: zip, Max. file size: 50 MB.

Error image/ Screenshot

Accepted file types: jpg, png, Max. file size: 50 MB.

Error image/ Screenshot

Accepted file types: jpg, png, Max. file size: 50 MB.

Error image/ Screenshot

Accepted file types: jpg, png, Max. file size: 50 MB.

Error image/ Screenshot

Accepted file types: jpg, png, Max. file size: 50 MB.

Description*

Contact

First Name*

Last Name*

Company

Country*

E-Mail*

Phone

Consent*

I agree to the general guidelines. For more information, please see our Privacy Policy.*

This field is hidden when viewing the form

File

Max. file size: 50 MB.

Note:

Please use a desktop device or a tablet in landscape format for your support request

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Support

Describe your concern using our support form.

Support

WELCOME TO THE SUPPORT AREA OF IT GMBH

Support

Define your support topic

Reconstruction

Project data exchange

Fill VisuDummy

Compare projects

Shift Adresses

AutoBackup

Check and Improve

Function test

Contact

Support Area

Knowledge Base

Case Studies

Support

License registration