Live Remote Support
POINT provides a very innovative approach to support your scale system. You can connect to a Scale-Tec product support technician during normal business hours for an enhanced diagnostic of your entire scale system. You can do this simply through your mobile device.
Reliable internet connectivity is required for the remote support session. If you are using cellular data for your mobile device, it is recommended that you ensure your signal strength on your mobile device is at least "3 Bars" with LTE communication prior to initiating a remote support session. Metal enclosed buildings can be the most degrading for cellular data reception.
Follow the steps below to initiate a remote live support session with a Scale-Tec Product Support Specialist.....
1. From the live scale screen tap on the "Live Help & Support" button.
2. Contact our support center by calling 319-462-2344 and selecting the option for a live support session.
3. Tap on the "Start Remote Support Session" button.
4. Type in the pin number the Scale-Tec support specialist provides you and tap submit.
Your scale system is now connected live with a product support specialist to diagnose your scale system. It is best to be on the phone with the product support specialist, as they may have you unplug or disconnect load cells and other cabling to help identify the issues of your scale system.
If your firmware is not recent during the live support session, it is standard practice for the support agent to update your firmware during the session.