Calypso support hotline is not responding

[[Ow...]]

Called Zeiss support yesterday at 9:30 AM and still haven’t heard back from them.
Running Calypso version 7.2.4, I’m being told by I.T. that the computer this seat of Calypso is on has a virus on it and that they need to replace the hard-drive to completely remove it.
This computer was purchased from Zeiss about 2 years ago and it came with everything loaded and ready to go.
The computer has a flash-drive for licensing so, I should be able to use it to re-obtain the licensing, correct?
I’m fairly sure I’ve got all the files saved that I need to reload it but, there is some software on it called Acronis back-up that I can’t find anything using it. The assumption is that it came with the computer when we bought it. I.T. says it shows up on their scan as highly vulnerable. I seen a post on here by Günter Haas (Zeiss applications) that said the software is included as a means to back-up he Zeiss Computer.
Does anybody else use this Acronis back-up software, can I delete it so it’s not on the new hard drive install and Calypso still run?

[[Th...]]

Acronis cyber backup is pre-loaded on the workstations Zeiss ships now, yes. I really doubt it's truly necessary. If I were in your position, I would just make a list of the device drivers that workstation needs and nuke it, and let IT figure out a device backup system if they want to.

If you're uncertain whether you kept copies of the Calypso license files, you can get them off the drive at C:\ProgramData\Zeiss\License

[[He...]]

Acronis is a software to create a complete mirror-file of a hard drive. Like a backup. It is not used unless you actively choose to restore from it.

Tee things you need to store from the current computer is the following:
C:\Users\Public\Documents\Zeiss\CALYPSO\config - the CMM setup, complete with stylus system and everything else specific to the machine.

C:\Users\Public\Documents\Zeiss\CALYPSO\protocol - All the printout-formats for plots and stuff like that.

C:\Users\Public\Documents\Zeiss\CALYPSO\workarea - All the old base alignments and rotary table axis if you have that. Also the default location for inspection plans and result files. If you have changed the defaul to somewhere else you need to backup that as well.

C:\ProgramData\Zeiss\Calypso X.X - Here you find some minor settings like user - accounts and toolbox settings if you use that.

If you use a license dongle (it looks like small silver flash drive but it is not) you can copy your license file from C:\ProgramData\Zeiss\License and just use the activation utility to load it into the new installation when it is done.
If you have a PC-bounded license you need to return it to the server before you remove the hard drive. Then you can just download it again when you get the fresh install.
You return it using the Activation Utility but you will probably need the entitlement ID when you want to install it in the fresh install. The entitlement ID you should have either in the documentation that came with the machine or in a separate email that you recieved from Zeiss


I still use 6.8 and I'm not sure that new version of piweb uses other locations to store stuff. But since you will be changing the HDD you just save that and then plug it into a docking station if you are missing any files after the reinstall.


Goo luck!

[[Ow...]]

Thanks for the replies Thomas and Henrik.
I guess if I have any trouble, I can call the support line and take a few days off 🙄
I realize some are shorthanded in this USA market but, this isn't going to look good when accounting asks if we should retain this $7K maintenance package and I.T. put's their voice into it.

[[Je...]]

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A better solution is to not buy a workstation from Zeiss and instead source a custom build that's CAD optimized. Zeiss sells last year's pc technology for next year's prices, and regardless of Calypso's spec. sheet, these workstations are underpowered.

I have found Window's native file history to be outstanding for customizable backup. An image writing software could also run in tandem for redundancy. I backup directly to a different Samsung 990 SSD than the one running Calypso and Windows. I have it index daily, so file searching is nearly instant. A new HDD could do the job for cheaper but without the fast write speeds.

Dang, I'm spewing unasked for hardware opinions again. Sorry, it's a bit of a subject I'm passionate about.

[[Je...]]

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I wish I had the data to chart Zeiss support ticket response time. It's declined significantly through no fault of the support specialists, most of whom are world-class. Their time is being reallocated to "special projects," often for contract inspection. Zeiss management wants to see growth shown in standard metrics. Customer loyalty is not as easily correlated on the P/L sheet but is far more effective.

[[Ro...]]

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Agree.
We had lots of problems at my last place with the main computer and the offline seat, both bought from Zeiss.
crashes, freeze ups, stalling, taking several minutes (no exaggeration) to process profiles and spit the report at the end of a run.
got IT involved and they asked me how much memory did i need, i said i have no clue, just open the side case and fill it with as much as it will hold. which is what they did.
They both ran very nicely after that.
Sister plants had computer issues with their machines, told them to do the same, and it fixed their problems as well.

[[Ka...]]

Hi Roberto,

We run one PC not bought from Zeiss and installed standard Windows 10 on it. We often get strange error messages, sometimes columns are missing in the displayed PiWeb reports. The main reason is probably the graphics card used, the drivers for it and also the Windows version. We may have saved €1,500 on the purchase, but the hassle and problem with support is much greater! So I decided to buy only ZEISS hardware to avoid any discussion about supported hardware.

In general I often had memory problems here with version 7.2, but they no longer occurred with version 7.4. Unless of course you use the module "Planner": This is extremely unstable and an example of bad and expensive software.

This is an example of what Zeiss currently offers in Germany as hardware for PC:
HP Z4 G4 Workstation
License Windows 10 IOT Enterprise 2019 LTSC
CPU I XeonW-2223 3.6 4C
RAM 64GB (4x16GB) DDR4 2933 ECC
GFX NVIDIA T1000 4GB (4)DP
HDD 4TB 7200RPM SATA Ent 3.5 2nd
SSD 512GB M.2
Premium FIO 2xUSB3.1 TypeC 2xUSB3 TypeA
ODD 9.5 DVDWR 1st ODD
USB-Maus
TPM Disabled

Regards
Karsten

[[Da...]]

Has Zeiss responded yet ?

[[Je...]]

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I agree that it's important to use compatible hardware.

We spent around $1,500 more than what the Zeiss high-end workstation would have cost, but we ended up with a PC that performs 200-500% more efficiently. I'm able to do CAD interaction, in-lab presentations to customers, and general programming in ways that I never could before.

I did a lot of research before the purchase to ensure the hardware would be compatible. As of today, A-series NVIDIA cards are the best available (ours is an A4500). However, the processor and storage components are probably the most significant contributors to the performance jump.

.
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[[Ow...]]

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Yes, right before I was fixing to leave late Friday afternoon.
Joseph was very professional and answered every question I had without any rush to close the call, which was good because I believe we were both fixing to call it a week. I don't call it much, maybe once a year but, I believe almost two full working days is the longest I've ever had to wait for a returned call and I did ask for a prompt reply because the CMM was down. They said that tickets are assigned in the order that they are received but, you'd think they would have some kind of priority system based on the severity of need.

[[Ka...]]

Owen,

Nice to read that Zeiss support was able to solve your issue.

In Germany there is an order of priority which was told to me by a support staff member.

Lowest number = highest priority
1) Calling support via phone and place your ticket
2) Those with software contract from the phone calls
3) Those who do not have a software contract from the phone calls
4) Requests from the Zeiss Portal (so-called "Remote Ticket")
5) Requests via mail

Most I prefer "Remote Ticket" because of better and detailed description of the issue and possible additional files like Pictures/protocolls. It´s prevent the necessary call back of the support staff. They often get only a very rought description from first phone call.

Regards
Karsten