Reliable offline remote diagnosis

Diagnostic software processes the information read out and mirrors the machine on the service technician's computer. This allows Schenkelberg and his team to quickly identify potential faults and solve problems in a targeted manner. "We don't need complicated remote diagnostic access. This also eliminates the need for cumbersome telephone communication of individual measured values or system settings," says Schenkelberg happily.

The first marking systems have already been equipped with the revolutionary Supporttrix service concept. The software is to be continuously transferred to all Bluhm devices. Bluhm project engineer Jörg Emrich explains: "We were looking for a way to access the machines offline. We assumed the worst case scenario on the customer side: Night shift, the machine is on strike, the IT staff are not on site. The operator is not familiar with the technical settings and terminology. The firewall was last updated, our service technician can no longer access the machine remotely. Re-registration usually takes a week or longer."

Alternatively, the systems naturally also have network and USB connections for remote or local access. The marking provider is also gradually adding QR code labels to its machines, which can be scanned with mobile devices. This allows customers to access a support area within seconds, where they can find operating instructions and technical data, order accessories or contact customer service.

Augmented reality in technical support

The Bluhm hotline team has already been using smart technologies to offer customers quick remote assistance. This includes, for example, the remote maintenance tool Sightcall, which allows technical problems to be viewed and analyzed directly via the customer's cell phone. Augmented reality apps and innovative IIoT software such as Linx Printernet also enable targeted support without the need for a technician visit.

Linx Printernet is a powerful tool for the control, monitoring and remote support of Linx continuous inkjet systems. In addition to the service, which can obtain information about the device via Printernet, customers also benefit from the ability to easily monitor their devices from a central location. This is because the cloud-based software allows operators to control, monitor and evaluate their systems from any internet-enabled end device. For example, it is possible to remotely check which machines are working and which texts have already been printed and in what quantity. The display of when the current job will be completed allows early preparation for the changeover to the next product and thus increases productivity.

Status displays clearly show whether and which devices are online or offline, whether errors have occurred and for what reason printing may not be possible. The solvent and ink levels are also immediately visible. The current log and message history can be used to monitor who has operated the printer and when, and which errors have occurred. This gives the administrator full control over the marking process. Notifications of errors, warnings and messages such as "Refill consumables", "Maintenance due" or "System shut down incompletely" can be sent by e-mail or SMS. As the administrator determines which employee receives which type of notification, the information chain can be tailored precisely to the company's current needs. All in the interests of maximum efficiency by reacting more quickly to unusual incidents.

Another important aspect: data backup and data recovery in the event of an emergency are automated via Linx Printernet. All systems are at the same level so that they can be replaced quickly in the event of an emergency.