Support¶
Contact support¶
Email your contact at Busroot and copy in support@output.industries. If you do not have a named contact, email support@output.industries directly.
Report an issue¶
Give as much detail as you can. It helps us reproduce the problem, test it and fix it. Include:
- what you were doing, and what happened
- the time the issue started
- the stations, screens and users that are affected
- any error messages you saw
- screenshots, videos, or the files you were trying to upload
For problems with a machine connector, a short video of the device's lights, at least 60 seconds long, helps us find the cause. See Machine connectors.
If a user cannot log in or does not receive a login link, see Getting started.
If Busroot appears to be down¶
If you cannot use Busroot on any device, for example the Operator Interface screens are connected to the internet but operators cannot record production or select work orders, and Busroot does not load on your computers either, it may be an outage. Outages are very rare.
Contact support straight away. This starts an immediate investigation. Tell us:
- the time the issue started
- any error messages you saw
Operator Interface error screens¶
If an Operator Interface screen shows an error message and you cannot get past it, even after you restart the device, send us a screenshot of the error. Also tell us:
- when you first noticed the issue
- whether it affects one screen or station, or several
- whether the wireless signal is strong in that area